Department: Office for Research IT Salary/Grade: ITS/77
Plans, schedules and coordinates activities designed to support an organizational area's applications and services through research and fact-finding combined with an understanding of applicable business and IT technology requirements. Identifies potential modifications to applications to solve complex problems considering IT technology, capacity, limitations, operating time, and form of desired results. Troubleshoots systems; analyzes code; and makes corrections as needed.
Please note: Travel to Evanston, weekly, to handle support calls.
Researches and evaluate products to determine if they meet current or future user application needs.
Develop requirements for vendor products to ensure they meet user needs and that they are compatible with the software and hardware environment in NUIT. Contribute to general technical team discussions and projects.
Provides work direction to junior staff and monitors ensuring compliance with associated NU standards and industry best practices.
Develops and delivers technical presentations, educational and training materials.
Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries that have been escalated by junior staff.
Provides work direction and/or supervises staff such as team members, subordinates, contractors, vendors, students, etc.
Manages projects ensuring timelines and deliverables are met and meet expectations.
Performs other duties as assigned.
Successful completion of a full 2-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience.
3 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.
Please see requirements below.
Infrastructure (extends across applications)
Box Collaborative Storage
Mac OS X Operating System
Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
Collaboration and teamwork
Minimum Competencies: (Skills, knowledge, and abilities.)
Extensive familiarity with Windows (7 &10) & Mac operating systems.
Strong problem solving skills with experience troubleshooting hardware/software problems and isolating issues.
Skills must include device drivers, backup tools, anti-virus and firewalls, internet technologies, and diagnostic utilities.
Five years of experience providing technical support at a Level 2 or 3 position.
Must be a self-starter and motivated individual who can quickly adjust priorities and maintain productivity.
Able to work independently and efficiently.
Able to promptly answer support related email, phone calls and other electronic communications.
Self-motivated, detail-oriented and organized.
Excel in a team and collaborative environment.
Preferred Competencies: (Skills, knowledge, and abilities)
Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
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: 39616
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.