Senior Technical Support Specialist, Research

Job

Location:

Evanston, Illinois

Department: IT Research Computing Services
Salary/Grade: ITS/79

Target hiring range for this position will be between $ 80, 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

This position is responsible for the management, coordination, and support of IT systems within academic research areas of the University, alongside team members and campus partners. The role provides standard support for staff and faculty - primarily in research core and center facilities - and their devices. The Senior Technical Support Specialist, Research ensures research-related IT systems and services are reliable, secure, and supportable.

Your efforts will take place primarily in research facilities, including research cores, centers, [ST1.1] and other laboratory and administrative areas. The role supports critical research facilities at Northwestern, providing support to improve data security and support facilities requiring adherence to data regulations (CUI/NIST 800-171, HIPAA, FISMA, etc. ) per defined standards. This is an exciting opportunity to work directly with partners across campus and with research facility staff and faculty.

This role ensures that configuration of IT items in their assigned areas meet or exceed institutional, research, data management, and IT security standards.

You will identify potential modifications to IT systems, processes, and services to solve complex research support. This position acts as the primary support conduit in partnership with other University units, including endpoint platforms, research data management, information security, vendor specialists, school and college IT units, and appropriate university departments.

* Note:

Not all aspects of the job are covered by this job description.

• Recommends, plans, and implements administrative and research-based technology initiatives for endpoints, research IT devices, and associated research data workflows.
• Analyzes user and lab technology infrastructures and recommends or coordinates remedial changes as necessary.

• Documents IT inventory, data workflow, and unique research and business needs for assigned areas/departments.
• Reviews user requests, identifies objectives and develops proposals including cost and schedule estimates to meet needs.
• Manages and coordinates projects collaboratively with internal/external clients to meet specific client goals.
• Coordinates and delivers training for departmental staff, faculty, and other users.
• Develops and delivers technical presentations, educational and training materials.

• Coordinates projects partnering with users to deliver optimum service in regard to installation, maintenance, and integration of standard endpoint technology within the academic and research contexts.
• Tests, implements, and evaluates systems and service results.

• Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries.
• Provides endpoint support and management for non-standard workstations found in research facilities, such as lab instrument-attached workstations, outdated operating systems, etc., which require additional network controls and controls.
• Secure endpoints per regulated data standards, when required, per defined templates and controls. Work with partners when new solutions must be developed to adhere to data security requirements.
• Support MS, Mac, and Linux OS endpoints, and work with partners for larger scale servers, such as small high-performance compute clusters, hosting servers, etc.[JM1.1]