Windows End User Support Specialist

North Central College; Naperville (IL); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Tuition waiver

Paid time off

Health insurance

Employee discounts

On-campus facilities access

Job summary

North Central College in Naperville, IL is seeking a Windows End User Support Specialist to provide campus-wide desktop and peripheral support, assisting faculty, staff and students with hardware, software, and network client needs.

You will log and resolve Help Desk tickets, apply updates, coordinate device moves, and ensure printers and multifunction devices operate reliably; a Bachelor’s degree and IT certifications are preferred.

Qualifications

• Bachelor’s degree in Computer Science, Interactive Media Studies, or a related field.
• A+ and Network+ certifications preferred.

Responsibilities

• Responsible for support of college owned Windows workstations plus peripherals for faculty, staff, student labs, teaching stations and residence halls.
• Troubleshoot, resolve, and document Help Desk calls; coordinate with network administrators and other teams to solve problems.
• Maintain college standard software with the latest firmware and patches on Windows computers and peripherals.
• Ensure appropriate software is loaded in labs and classrooms for instructional purposes.
• Support printers, managed print services and multi-function devices on campus.
• Plan, setup, upgrade and configure new Windows desktops, laptops, and peripherals across campus.
• Move equipment during staff/faculty moves and coordinate relocations.
• Improve organization of equipment and look for more efficient service methods.
• Backup resource for Apple End User Support and Telecommunications; training provided if needed.
• Promote inclusive behavior and engage in educational opportunities to increase awareness of diversity and inclusion.
• Fulfill other related duties as assigned by supervisor.

Skills

Windows support

Linux

Microsoft Office

End user support

Ticketing system

Apple macOS

Endpoint management

Mobile devices

Customer service

Communication skills

Education

Bachelor’s degree in Computer Science

A+ certification

Network+ certification

Tools

Zenworks

SCCM

Intune

Job description

Posting Details

Position Information

Posting Number

S000989

Position Title

Windows End User Support Specialist

Department

Information Technology Services

Division

Information & Technology

Supervisor Title

Telecom/Comp Support Operations Manager

Status

Full Time Regular

Salary Range

$60,000 - $65,000

Position Summary

To provide service and support for Windows desktops, laptops, andperipherals attached to the NCC campus-wide network. The person inthis position works with faculty, staff, and students in academicand administrative departments. This will include sourcing, testingand debugging, implementing, servicing, integrating new andexisting systems, and learning new technologies quickly. Ensuresthe implementation of best practice methodologies.

Description of Key Responsibilities

1. Responsible for support of college owned Windows workstationsplus peripherals for faculty, staff, student labs, teachingstations and residence halls. This support covers hardware,software and all network client functions.
2. Once an open Help Desk call is logged, the necessary steps willbe taken to troubleshoot, see the call through to satisfactoryresolution and then complete documentation to close the call. Whenneeded, will work with network administrators, Ellucianadministrators and telecommunications administrators to solvereported problems. The candidate would also work to update the HelpDesk staff for information that could be used for future knowledgebase / training / troubleshooting opportunities.
3. Maintains college standard software with the latest firmwareand software patches on all college owned Windows computers, andother applicable peripherals.
4. Responsible for insuring that appropriate/requested software isloaded in labs and classrooms for instructional purposes.
5. Responsible for support of the software and hardware ofprinters, managed print services and multi-function print/copy/scandevices on campus.
6. Plan, setup, upgrade and configure new Windows desktops,laptops, and peripherals. This will often include staff and facultyoffice moves across campus. The candidate would be responsible formoving and/or coordinating the move of computing related equipmentduring these activities.
7. Responsible for improving the organization of equipment andperipherals as well as finding more efficient and effective methodsto deliver service.
8. Function as a backup resource to our Apple End User SupportSpecialist and our Telecommunications functions. Requisite on thejob training for these activities would be provided if thecandidate does not already possess these skillsets.
9. Demonstrate civil and inclusive behavior when interacting withstaff, faculty, students, and visitors to the College. Promote aflexible, collaborative, and inclusive work and living environmentand engage in educational opportunities to increase awareness andunderstanding of diversity and inclusion.
10. Fulfill other related duties as assigned by designatedsupervisor(s).

Required Knowledge, Skills and Abilities

1. Ability to communicate technical ideas to business users andother teams (design, Q.A.).
2. Willingness to pursue additional training and to share thatknowledge to enhance the functionality and resources of theinfrastructure technology team.
3. Ability to learn new technologies quickly
4. Ability to work on multiple projects with overlapping criticaltasks.
5. Ability to document software/hardware projects clearly andconcisely.
6. Ability to consistently demonstrate excellent interpersonal andcommunication skills in dealing with persons both internal andexternal to the College, in person, on the telephone andelectronically. Ability to work effectively as a member of a staffwhere cooperation and teamwork are essential. Ability to work bothas a team member and independently, depending on the nature of thetask, and provide excellent customer service skills.
7. Strong experience with computer repairs and installation ofcomputers.
8. Experience effectively using a ticket tracking system.
9. Strong knowledge with Windows, Linux and the Microsoft OfficeSuite.
10. While not required, some experience with Apple MAC OperatingSystems and Apple related software is a plus.
11. Experience effectively using endpoint management systemssuchas, but not limited, to Zenworks, SCCM, or Intune ispreferred.
12. Strong knowledge in supporting mobile devices and tablets (akacompanion devices) on both the Apple and Android platforms.
13. Ability to deal with several tasks and work with a large numberof individuals concurrently; requiring a person who is wellorganized, detail oriented, flexible and able to effectivelyprioritize tasks.
14. Experience delivering presentations and conducting training andworkshops.
15. Ability and willingness to pursue additional training and toshare such new knowledge to enhance the functionality and resourcesof the ITS team.

Distinguishing Characteristics

As this position includes a high degree of interaction withfaculty, staff and students, the position requires adetail-oriented and results-driven individual who works well withinteam environments and has excellent communication skills, as wellas good client interaction skills.

Education/Training

Bachelor’s degree in Computer Science, Interactive Media Studies,or a related field. A+ and Network+ certifications preferred.

Experience

A minimum of two years’ work experience in the InformationTechnology field required. Knowledge and experience in a Collegeenvironment preferred.

Is This a Temporary Position?

No

Employment Conditions

An offer of employment is contingent upon successful completion ofthe College’s background screening process.

Number of Vacancies

1

Posting Detail Information

EEO Statement

North Central College is an Equal Opportunity Employer committed toincreasing the diversity of our workforce. NCC provides reasonableaccommodation to applicants with disabilities where appropriate. Ifyou need reasonable accommodation for any part of the applicationor hiring process, please notify the Office of Human Resources.Determinations for reasonable accommodation will be made on acase-by-case basis.

Open Until Filled

Yes

Additional Information

The pay offered to the selected candidate will be determined basedon factors including (but not limited to) the candidate’s experience, qualifications, and training.

North Central College provides a comprehensive benefits package, which includes:

• All-inclusive medical, dental and vision group insurance
• Health and dependent care savings plans
• Employer-paid life, AD&D and disability groupinsurance
• 403(b) retirement plan with employer contributions
• Employee assistance plan resources
• Tuition waiver for full-time employees, spouse and dependentchildren
• Generous paid time off plans, including 3 weeks vacation tostart
• 15 paid holidays per year, including 5 days during NCC WinterBreak
• Free access to campus health center, fitness and athleticfacilities, and library
• Employee discount program