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User Support Specialist Senior

Company: Northwestern University
Location: Evanston
Posted on: April 2, 2021

Job Description:

Job Summary: User Support Specialist coordinates IT support for multiple departments in the McCormick School of Engineering & Applied Science. Plans, schedules and coordinates activities designed to support an organizational area's applications and services through research and fact-finding combined with an understanding of applicable business and IT technology requirements. Identifies potential modifications to applications to solve complex problems considering IT technology, capacity, limitations, operating time, and form of desired results. Troubleshoots systems; analyzes code; and makes corrections as needed. Please note: Ability to support user requests across five buildings on north campus, both in-person and virtually. Ability to lift up to 20 pounds at times. Specific Responsibilities : Strategic Planning

  • Reviews user's application needs and develops associated support strategies and plans to meet business goals and objectives.
  • Researches and evaluate products to determine if they meet current or future user application needs.
  • Develop requirements for vendor products to ensure they meet user needs and that they are compatible with the software and hardware environment in NUIT. Contribute to general technical team discussions and projects. Administration
    • Reviews user requests, identifies objectives and develops proposals including cost and schedule estimates to meet needs.
    • Contributes on budgetary discussions related service expenses and recommendation for annual planning/budget purposes.
    • Provides work direction to junior staff and monitors ensuring compliance with associated NU standards and industry best practices.
    • Develops and delivers technical presentations, educational and training materials. Development
      • Completes service/application upgrades without direct oversight /supervision.
      • Leads efforts and resources associated with complex platform / service upgrades including task identification, scheduling, communication and back-out planning. Performance
        • Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries.
        • Provides work direction and/or supervises staff such as team members, subordinates, contractors, vendors, students, etc.
        • Manages projects ensuring timelines and deliverables are met and meet expectations.
        • 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 a bachelor's or higher degree; OR appropriate combination of education and experience.
          • 3 years' experience in consulting, project management, training, technical support, or user service, in an information technology environment or other relevant experience required.
          • Work history demonstrating increasing levels of responsibility and leadership.
          • Experience as both an end-user and administrator in service areas such as user support, desktop support, help desk management, and documentation or other relevant experience required.
          • Please see required skills below: Enterprise Applications CrowdStrike, Kace, JAMF, Qualys, Bomgar, Zoom, Request Tracker, SailPoint Infrastructure Identity management/provisioning Information security Mac OS X Operating System Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) Microsoft SharePoint Windows Operating System Programming Languages and Frameworks Microsoft PowerShell
            • Analytical Critical thinking Decision making Judgment Problem solving Troubleshooting Project Budgeting Collaboration and teamwork Functional documentation Organizational skills Planning Minimum Competencies: (Skills, knowledge, and abilities.)
              • Experience in customer service / customer support environment
              • Excellent verbal and written communication skills, organizational skills, management of own time, and respect for the time of others.
              • Excellent planning and scheduling skills.
              • Demonstrated ability to effectively control and participate in multiple projects of varying priorities in a consistently professional manner.
              • Ability to establish and maintain respectful and effective relationships with management, co-workers and customers.
              • Strong knowledge of deploying and troubleshooting Windows and Mac desktop and laptop operating system environments.
              • Experience providing purchasing recommendations based on client requirements. Preferred Qualifications:
                • Experience in an academic environment. Preferred Competencies: (Skills, knowledge, and abilities)
                  • Planning and implementation of deployment projects, including the ability to set up, maintain, or repair computer equipment and related devices, such as printers and data cabling.
                  • Administering Active Directory resources, especially shares and permissions. 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.

Keywords: Northwestern University, Evanston , User Support Specialist Senior, Other , Evanston, Illinois

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