Department: School of Professional Studies Salary/Grade: NEX/13
The Associate User Support Specialist responds to users to resolve problems associated with the organizational area's applications and services. Diagnoses problem source through analysis, testing and discussions with users. Coordinates with programmers, developers, analysts, and project managers to resolve problems. Follows up with users to ensure problem resolution and develops supporting documentation of all activities.
Recommends application changes to address frequent support issues encountered by users.
Recommends changes to processes to increase efficiency and effectiveness of applications.
Plans, schedules and coordinates with other technical groups to work through project deliverables, issue resolution or service fulfillment.
Develops documentation for all support activities and problem resolutions.
Attends user meetings to gain knowledge of users' evolving business.
Drafts training documents and trains users on use of applications.
Creates basic project plans showing tasks, sequence and people resources.
Supports troubleshooting/triage assistance to users in a courteous and professional manner.
Recommends solutions to general problems, questions and inquiries encountered by clients according to established practices.
Coordinates with internal and external technical support personal to resolve internal reported issues.
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.
Ability to lift 40 lbs.
See required skills highlighted in tables below.
Minimum Competencies: (Skills, knowledge, and abilities.)
Active directory, administration
Adobe Creative Cloud Suite
Box Collaborative Storage
Mac OS X Operating System
Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
Windows Operating System
Read & Interpret Technical Drawings
Collaboration and Teamwork
Workflow Development & Documentation
Microsoft & Apple OS knowledge
Preferred Qualifications: (Education and experience)
One year of experience in academic environment.
Experience in Help Desk communication/support operation.
Basic AV systems experience
Preferred Competencies: (Skills, knowledge, and abilities)
Ability to work independently
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: 36154
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.