Technical Support Specialist

Job Description

Department: IT Technology Support Svcs
Salary/Grade: NEX/15

Target hiring range for this position will be between $52, 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.

Job Summary: 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 life cycles; 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 managed devices. Implements policies, procedures, and standards and ensures their conformance.

• Assists in the creation of workplace endpoint technology initiatives.
• Administration
• 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.

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.
• Adobe Creative Cloud Suite
• One Drive and Share Point
• Information security
• LDAP
• Mac OS X Operating System
• Microsoft Exchange