Department: Kellogg Information Systems Salary/Grade: ITS/77
Supports users ensuring successful installation and on-going use of workplace endpoint technology within complex environments. Evaluates new technologies within existing environments. Manages medium to large projects, working closely with peers and users to deliver optimum service. Contributes to defining and implementing policies, procedures, and standards and ensures their conformance with information systems goals and procedures. Monitors and troubleshoots complex technical problems utilizing hardware and software testing tools and techniques. Provides leadership as technical resource to users and team.
Description of workplace endpoint technology:
Hardware and software installation, configuration and support for faculty, staff and student desktop, laptop computers and mobile devices.
Windows, Mac and Linux based computer systems and application support.
System administration and SME responsibilities for designated areas including Learning Management Systems (LMS), Active Directory and IT Service Management.
Survey and collaborations tools administration and support.
Core software and research applications support.
Recommends, plans, and implements workplace endpoint technology initiatives.
Analyzes user and Kellogg business needs and recommends and implements solutions.
Authors Scopes of Work for medium to large sized projects
Manages and coordinates projects collaboratively with internal/external clients utilizing the IT unit's systems to meet specific client goals.
Creates project plans, testing, implementation, and evaluation of system.
Mentors, trains and develops junior staff.
Coordinates training of users and team
Coordinates projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology.
Tests, implements, and evaluates systems, technology and service results.
Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries that have been escalated by Service Desk and junior staff.
Responsible for problem management and ticket quality assurance.
Serves as a service owner and subject matter expert in designated focus areas.
Utilizes technical expertise and in-depth knowledge to create and maintain documentation consumable by technical staff and users.
Provides work direction and/or supervises staff such as team members, subordinates, contractors, vendors, students, etc.
Recommends staff hires/terminations.
Coaches and mentors staff.
Manages projects ensuring timelines and deliverables are met and meet expectations.
Performs other duties as assigned.
Associate's degree or 1 year equivalent experience.
3 years' experience in consulting, project management, training, technical support, or user service, in an information technology environment or similar.
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 similar.
Infrastructure: active directory design, administration; Linux Operating System, Mac OS X Operating System, Microsoft Exchange, Microsoft Lync, Microsoft Office (Word, Excel, Powerpoint, Access, Outlook), Microsoft SharePoint, Windows Operating System
Certification/Licensure: CompTIA, Microsoft (MCSE, MCSD, MCSA)
Collaboration and teamwork, facilitate collaboration, functional documentation, workflow development & documentation
Minimum Competencies: (Skills, knowledge, and abilities.)
Pronounced professionalism, excellent customer service skills and the ability to perform well under pressure.
Ability to effectively communicate technical concepts to end users, business stakeholders and management.
Excellent verbal and written communication skills.
Significant knowledge of operating systems, core software and hardware platforms.
Sound judgment, reasoning and capable of prioritizing work, understanding urgency and making decisions.
Strong analytical, troubleshooting and problem solving skills.
Strong leadership qualities especially working with junior technicians.
A bachelor's degree in Computer Science or the equivalent combination of education, training and experience from which comparable skills can be acquired.
MCSA, ITIL or comparable certification preferred, but not required.
Experience leading IT projects or managing a client/vendor relationship.
Experience in enterprise desktop deployment and system administration
Preferred Competencies: (Skills, knowledge, and abilities)
Familiarity with a university environment.
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: 37985
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.