Technical Support Specialist

Northwestern University; Chicago (IL); On-site; USD 56,000 - 82,000; Full time

Job summary

Northwestern University Feinberg School of Medicine IT is seeking a Systems Support Technician in Chicago to provide standard installation and maintenance of workplace endpoint technology and to diagnose and resolve user issues. The role sits on the centralized Feinberg IT customer support team and supports a spectrum of Microsoft, Linux and Mac environments.

The position emphasizes collaboration with peers, adherence to policies, and contributing to documentation and routine preventive

Qualifications

• Associates degree or higher, or equivalent combination of education and experience.
• 2 years IT, CS user support or other relevant experience required.
• Strong problem solving, analytical and communication skills.

Responsibilities

• Install, repair and adjust workplace endpoint technology using standard tools and procedures.
• Diagnose and resolve client problems according to established practices.
• Assist in administration, planning and documentation for small projects.
• Create and maintain user documentation and contribute to team knowledge base.

Skills

Critical thinking

Debugging

Decision making

Judgment

Problem solving

Technical drawings

Troubleshooting

Use-case analysis

Collaboration

Documentation

Organizational skills

Planning

Education

Associate degree or higher

Tools

Adobe Creative Cloud

Box

Linux

Mac OS X

Microsoft Exchange

Microsoft SharePoint

Server hardware

Storage hardware

Job description

Department: FSM ITSalary/Grade: NEX/15

Location: Chicago, Illinois

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

• Assists in the creation of workplace endpoint technology initiatives.

Administration

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

Development

• 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

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

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
• Windows Operating System

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

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications:

• 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.

Benefits:

At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parentalleave;tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, 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.

NEX 15: Target hiring range for this position will be between $27.06 to $39.47 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.