Technical Support Spec (MED-Central IT)

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

Benefits offered by this job

Health care plans

Tuition discounts

Retirement benefits

Job summary

Northwestern University’s Feinberg IT group is seeking a dedicated professional to provide standard installation and maintenance of workplace endpoint technology. You will diagnose user issues, coordinate small projects, and ensure adherence to information systems goals and procedures.

The role sits on the centralized Feinberg IT customer support team and supports the Feinberg School of Medicine, with responsibilities spanning installation, maintenance, documentation, and collaboration with

Qualifications

• 2 years IT, CS user support or related experience.
• 2-year associate degree or higher in a related field.
• Familiarity with FERPA, FISMA, HIPAA, HITECH requirements.
• Analytical skills including debugging and problem solving.

Responsibilities

• Install, maintain and troubleshoot workplace endpoint technology using standard tools.
• Diagnose and resolve complex user issues per established procedures.
• Create and maintain user documentation and operate within IT policies.
• Assist in planning small technology initiatives and project scopes.

Skills

Critical thinking

Problem solving

Troubleshooting

Decision making

Education

Associate degree or higher

Tools

Adobe Creative Cloud

Box

Linux

Mac OS X

Microsoft Exchange

SharePoint

Office Suite

Lync

Identity management

Networking security

Job description

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.