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.
This specific role is within the Feinberg IT centralized IT team. The central IT team provides resources and support to the Feinberg School of Medicine.
Recommends, plans, and implements workplace endpoint technology initiatives.
Analyzes user's infrastructures and recommends or coordinates remedial changes as necessary.
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.
Coordinates projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology.
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.
Recommends staff hires/terminations.
Coaches and mentors staff.
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 an associate'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 information below.
Infrastructure (extends across applications):
Adobe Creative Cloud Suite
Box Collaborative Storage
Linux Operating System
Mac OS X Operating System
Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
Windows Operating System
Read & interpret technical drawings
Collaboration and teamwork
Minimum Competencies: (Skills, knowledge, and abilities.)
Strong technical aptitude, experience working with computers.
Ability to troubleshoot desktop/laptop computer hardware/software.
Ability to work independently and with a team, demonstrate initiative, prioritize assignments, meet deadlines and problem solve on an ongoing basis.
Must be able to provide a high-level of customer service / support.
Knowledge of Apple Mac and Windows operating systems.
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: 39693
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.