Technical Support Specialist provides endpoint technology support for Northwestern University customers. Responsible for workstation setup, end-user support, device management, and decommissioning. This includes working with university stakeholders to design, purchase, configure, and distribute assets to meet business objectives; tagging, managing, and decommissioning assets over their lifecycles; and provide quality workstation support to end users as requests/issues/problems are reported. Diagnoses and resolves technical issues, questions, and inquiries utilizing hardware and software testing tools and techniques. Working closely with peers and users to deliver optimum service and maintain a high level of customer satisfaction. Responsible for maintaining security standards, including, antivirus software provisioning, software patching, and encryption configuration. Also, responsible for imaging, backup, and restoration services for DSS managed devices. Implements policies, procedures, and standards and ensures their conformance. Core desktop operating systems including Microsoft Windows 7, 8, and 10 Macintosh OS X as well as Microsoft Exchange, Microsoft Office Suite and other desktop productivity applications. Dell, Lenovo, and Apple desktops, laptops and tablets.
Assists in the creation of workplace endpoint technology initiatives.
Recommends modification of practices and procedures to increase effectiveness or efficiency.
Partners with users on projects utilizing IT units systems to meet specific user goals.
Authors Scopes of Work for small projects.
Creates and maintains user documentation.
Installs, repairs and adjusts workplace endpoint technology using standard tools and test equipment while following established procedures.
Provide installation, configuration and troubleshooting assistance for core desktop operating systems including Microsoft Windows 7/8/10, Macintosh OS X as well as Microsoft Exchange, Microsoft Office suite and other desktop productivity application.
Performs such tasks as replacing components, use of diagnostic tools to investigate, diagnose, resolve and recover end user device issues.
Performs routine preventive maintenance tasks in accordance with established practices.
Maintain hardware and software inventories and documentation, assist in the creation of hardware replacement lifecycle plan for departments.
Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices.
Handle tickets escalated from the Service Desk and tickets that arrive directly from supported departments. Consultations may take place via e-mail, remote session, telephone, or in person (desk side or walk- up). Visit departments on campus to coordinate work and resolve tickets, including frequent trips across the NU campus.
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.
Experience with the following:
Infrastructure: Adobe Creative Cloud Suite, Box Collaborative Storage, Information security, LDAP, Mac OS X Operating System, Microsoft Exchange, Microsoft Lync, Microsoft Office (Word, Excel, Powerpoint, Access, Outlook), Microsoft SharePoint, Nagios, Windows Operating System, Kace, Bomgar, Symantec Endpoint Protection/Encryption.
Minimum Competencies: (Skills, knowledge, and abilities.)
Excellent oral and written communication skills, organizational skills, management of own time, and respect for the time of others.
Demonstrate a take ownership attitude
Ability to establish and maintain respectful and effective relationships with management, co-workers and customers.
Ability to act on own initiative to further organizational and University goals.
Demonstrated experience documenting IT related procedures & processes to improve overall team knowledge.
Demonstrated familiarity with desktop computing and support environments and Internet utility software.
Demonstrated familiarity with ITIL framework and concepts.
Bachelor’s degree in Computer Science.
Certification in IT Service Management using ITIL framework.
Experience in desktop support for multiple clients.
Experience with KACE, JAMF, CRASHPLAN, Symantec Endpoint Protection, BitLocker, Microsoft WSUS and Bomgar Remote Desktop Support.
Preferred Competencies: (Skills, knowledge, and abilities)
Strong reasoning and problem-solving skills.
Exceptional customer service values and skills, including ability to successfully resolve conflict constructively and to maintain positive relationship with customers.
Ability to work collaboratively in a team environment.
Ability to work under pressure and consistently meet deadlines.
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.
Internal Number: 33736
About Northwestern University
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 highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.