Technical Support Specialist Lead

4 weeks ago

Chicago, Illinois, United States Northwestern University Full time
Job Summary:

As a Technical Support Spec Lead at Northwestern University, you will be responsible for leading projects designed to accomplish organizational area's systems requirements in regard to workplace endpoint technology. You will develop, schedule, and coordinate activities ensuring adherence to NU standards and information systems goals and objectives. You will also coordinate and ensure completion of contracted work, oversee staff completing orders and repairs on a daily basis per University standards, and be one of the three technical support specialist leads for the Feinberg IT team.

Key Responsibilities:

  • Research and anticipate industry change and impact on workplace endpoint technology.
  • Analyze users' computing environment and recommend or coordinate changes as necessary.
  • Determine work strategies and assignments to meet department workload.
  • Assist staff in answering questions or supporting faculty and staff.
  • Consult with users to assess needs and provide guidance and support regarding workplace endpoint technology.
  • Manage change through collaboration with staff organizations, administrative units, and other invested University service divisions.
  • Develop project plans and partner with users to prioritize projects, daily work, and plans for future initiatives.
  • Utilize information technology systems to meet specific client goals.

Requirements:

  • Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree in a major such as computer science, information technology, or related.
  • 5 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.

Preferred Qualifications:

  • Bachelor's degree in a related field.
  • 2+ years of management experience.

Infrastructure:

  • 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.
  • Server hardware.
  • Storage hardware.
  • Windows Operating System.

Compliance:

  • FERPA.
  • FISMA.
  • HIPAA.
  • HITECH.

Analytical:

  • Critical thinking.
  • Debugging.
  • Decision making.
  • Judgment.
  • Problem solving.
  • Read and interpret technical drawings.
  • Troubleshooting.
  • Use-case analysis.

Project:

  • Collaboration and teamwork.
  • Facilitate collaboration.
  • Functional documentation.
  • Organizational skills.
  • Planning.

Minimum Competencies:

  • Experience in customer service/customer support environment.
  • Experience in an academic medical center.
  • 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.

Benefits:

At Northwestern University, 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/ 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/work-life-wellness/ 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/professional-growth-development/ to learn more.

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.

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