The Technical Support Specialist Associate completes general tasks to aid in the ongoing support of workplace endpoint technology. This role carries out procedures to ensure that all products and services meet organization standards and user requirements. This position assists in the installation, maintenance and testing of workplace endpoint technology to ensure proper operation and freedom from defects. Monitors and responds to technical problems utilizing hardware and software testing tools and techniques. May coordinate small projects.
This specific role is located on the central IT team located in the Feinberg School of Medicine. The FSM endpoint technology includes desktop, laptop, and tablet computers along with smartphones.
- Assists in the creation of workplace endpoint technology replacement lifecycle plan for users.
- Documents activities, events and materials used in maintenance logs or on service reports.
- Creates system performance/configuration reports.
- Maintains hardware and software inventories and documentation.
- Installs, configures and troubleshoots workplace endpoint technology using standard tools and test equipment while following established procedures.
- Supports troubleshooting/triage assistance to users in a courteous and professional manner.
- Recommends solutions to general problems, questions and inquiries encountered by clients according to established practices.
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.
- Experience with the following:
- Enterprise Applications: eIRB, FAMIS, InfoEd (Grants Administration), Instructure Canvas, Kronos, Media Delivery (MediaSite).
- Infrastructure (extends across applications): 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, Windows Operating System.
- Analytical: Debugging, decision making, problem solving.
- Ability to troubleshoot desktop/laptop computer hardware/software.
- Experience working in a customer service environment.
- Knowledge of 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.