Career Center

Department: School of Professional Studies
Salary/Grade: NEX/13

Job Summary:

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.

Please Note: Travel as needed to on-site, off-site locations

Specific Responsibilities:

Strategic Planning

• 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.                                                                        

Administration

• 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.

Development

• 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.

Performance

• Coordinates with internal and external technical support personal to resolve internal reported issues
• Other duties as assigned.

Minimum Qualifications:

• 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.

Infrastructure (extends across applications)

• Active Directory Administration
• Adobe Creative Cloud Suite
• Box Collaborative Storage
• Information security
• Mac OS X Operating System
• Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
• Windows Operating System

Analytical

• Critical thinking
• Decision making
• Problem solving
• Read & interpret technical drawings
• Troubleshooting

Project

• Collaboration and teamwork
• Evaluate resources
• Organizational skills
• Planning workflow development & documentation

Minimum Competencies: (Skills, knowledge, and abilities.)

• Detail oriented
• Microsoft & Apple OS knowledge

Preferred Qualifications:

• 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

Benefits:
At Northwestern, 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/index.html 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/benefits/work-life/index.html 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/learning/index.html to learn more.

Northwestern requires all staff and faculty to be vaccinated against COVID-19, subject to limited exceptions. For more information, please visit our COVID-19 and Campus Updates website.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

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. Click for information on EEO is the Law.
  

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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.

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