Technical Support Spec

Northwestern University; Chicago (IL); On-site; USD 34,000 - 48,000; Full time

Job summary

Northwestern University is seeking a skilled IT support professional to provide standard installation and maintenance of workplace endpoint technology. You will diagnose user problems, follow testing procedures, and coordinate small projects with peers to ensure optimal service delivery within the Feinberg IT group.

The role sits on the customer support team for the Feinberg School of Medicine, emphasizing adherence to information systems policies and strong customer service.

Qualifications

• 2 years IT or CS user support experience.
• Associate degree or higher or equivalent experience.
• Familiarity with enterprise tools: Adobe Creative Cloud, Box, identity management, information security, Linux, macOS, and Microsoft products.
• Knowledge of FERPA, FISMA, HIPAA, HITECH.
• Strong analytical and problem-solving abilities; capable of reading technical drawings and troubleshooting.
• Experience in collaborating within teams and documenting processes.

Responsibilities

• Assist in creation of workplace endpoint technology initiatives.
• Recommend changes to improve procedures and efficiency.
• Create and maintain scopes of work for small projects.
• Install, repair and adjust endpoint tech using standard tools and procedures.
• Perform routine preventive maintenance and test readings.
• Diagnose and resolve complex client issues following established practices.
• Perform other duties as assigned.

Skills

IT support

Customer service

Analytical thinking

Education

Associate degree or higher

Tools

Adobe Creative Cloud

Box

Identity management

Information security

Linux

macOS

Microsoft Exchange

Microsoft Lync

Microsoft Office

SharePoint

Server hardware

Storage hardware

Job description

Job Summary

Provides standard installation and maintenance to users regarding workplace endpoint technology. Diagnoses and resolves user problems, questions and inquiries utilizing hardware and software testing tools and techniques. Coordinates standard projects, working closely with peers and users to deliver optimum service. Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures.

Department

MED-Central IT

Salary/Grade

NEX/15

Job Summary

Provides standard installation and maintenance to users regarding workplace endpoint technology. Diagnoses and resolves user problems, questions and inquiries utilizing hardware and software testing tools and techniques. Coordinates standard projects, working closely with peers and users to deliver optimum service. Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures. This position is homed in the centralized Feinberg IT group and sits on the customer support team supporting the Feinberg School of Medicine.

Specific Responsibilities

Strategic Planning (10%)

• Assists in the creation of workplace endpoint technology initiatives.

Administration (10%)

• Recommends modification of practices and procedures to increase effectiveness or efficiency.
• Authors Scopes of Work for small projects.
• Creates and maintains user documentation.

Development (35%)

• Installs, repairs and adjusts workplace endpoint technology using standard tools and test equipment while following established procedures.
• Performs such tasks as replacing components, wiring circuits, taking test readings, and evaluating problems.
• Performs routine preventive maintenance tasks in accordance with established practices.

Performance (40%)

• Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices.

Miscellaneous (5%)

• Other duties as assigned.

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

• Successful completion of a full 2-year course of study in an accredited college or university leading to an associate's or higher degree; OR appropriate combination of education and experience.
• 2 years IT, CS user support or other relevant experience required.
• Infrastructure: Adobe Creative Cloud Suite; Box Collaborative Storage; identity management/provisioning; information security; Linux Operating System; Mac OS X Operating System; Microsoft Exchange; Microsoft Lync; Microsoft Office (Word, Excel, PowerPoint, Access, Outlook); Microsoft SharePoint; server hardware; storage hardware.
• Compliance: FERPA; FISMA; HIPAA; HITECH.
• Analytical: Critical thinking; debugging; decision making; judgment; problem solving; read & interpret technical drawings; troubleshooting; use-case analysis.
• Project: Collaboration and teamwork; facilitate collaboration; functional documentation; organizational skills; planning.

Minimum Competencies: (Skills, knowledge, and abilities)

No minimum competencies identified.

Preferred Qualifications: (Education and experience)

No Preferred Qualifications Identified.

Preferred Competencies: (Skills, knowledge, and abilities)

No preferred competencies identified.

Target hiring range

Target hiring range for this position will be between $XX.XX - $XX.XX per hour. Offered salary will be determined by the applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Benefits

At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life And Wellness

Northwestern offers comprehensive programs and services to help you and your family navigate life’s challenges and opportunities and adopt and maintain healthy lifestyles. We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development

Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.