Technical Support Spec Assoc

Department: MED-Central IT
Salary/Grade: NEX/13

Job Summary

Completes general tasks to aid in the ongoing support of workplace endpoint technology. Carries out procedures to ensure that all products and services meet organization standards and user requirements. 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 position is homed in the centralized Feinberg IT group and sits on the customer support team supporting the Feinberg School of Medicine. FSM endpoint technology includes desktop, laptop, and tablet computers along with smartphones.

Specific Responsibilities:

Strategic Planning (10%)

1. Assists in the creation of workplace endpoint technology replacement lifecycle plan for users.

Administration (10%)

1. Documents activities, events and materials used in maintenance logs or on service reports.

2. Creates system performance/configuration reports.

3. Maintains hardware and software inventories and documentation.

Development (50%)

1. Installs, configures and troubleshoots workplace endpoint technology using standard tools and test equipment while following established procedures.

Performance (25%)

1. Supports troubleshooting/triage assistance to users in a courteous and professional manner.

2. Recommends solutions to general problems, questions and inquiries encountered by clients according to established practices.

Miscellaneous (5%)

1. Other duties as assigned.

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

1. 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. No experience required.

3. Enterprise Applications: eIRB; FAMIS; InfoEd (Grants Administration); Instructure Canvas; Kronos; Media Delivery (MediaSite).

4. 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.

5. Compliance: FERPA; FISMA; HIPAA; HITECH.

6. Analytical: Critical thinking; debugging; decision making; judgment; problem solving; read & interpret technical drawings; troubleshooting; use-case analysis.

7. Project: Collaboration and teamwork; facilitate collaboration; functional documentation; organizational skills; planning.

Target hiring range

Target hiring range for this position will be between $XX,XXX - $XX,XXX per year. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Benefits:

At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:

Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities and adopt and maintain healthy lifestyles. We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:

Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.