The Technical Support Specialist provides standard installation and maintenance to users regarding workplace endpoint technology. Additionally, this role does the following: 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 specific role is within the Feinberg School of Medicine - Central Information Technology team on the Chicago, IL campus.
Development (approx. 40%)
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 (approx. 40%)
Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices.
Strategic Planning (approx. 10%)
Assists in the creation of workplace endpoint technology initiatives.
Administration (approx. 10%)
Recommends modification of practices and procedures to increase effectiveness or efficiency.
Authors Scopes of Work for small projects.
Creates and maintains user documentation.
Performs other duties as assigned.
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
Familiar with the following areas:
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
Strong technical aptitude, experience working with computers
Ability to troubleshoot desktop/laptop computer hardware/software
Ability to work independently and with a team, demonstrate initiative, prioritize assignments, meet deadlines and problem solve on an ongoing basis
1 years' experience in customer service / customer support environment
Knowledge of Apple Mac and Windows operating systems
As per Northwestern University policy, this position requires a criminal background check. Successful applicants will need to submit to a criminal background check prior to employment.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highl...y collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.