Department: MED-Central IT
Salary/Grade: ITS/79

Job Summary:

Leads projects designed to accomplish an organizational area's systems requirements in regard to workplace endpoint technology.  Develops, schedules and coordinates activities ensuring adherence to NU standards and information systems goals and objectives.  Coordinates and ensures completion of contracted work.  Oversees staff completing orders and repairs on a daily basis per University standards.

This specific role will be one of the three technical support leads for the Feinberg IT team. The team is organized into three groups, remote support, on-site support, and application support.

Specific Responsibilities:

Strategic Planning

�        Researches and anticipates industry change and impact on workplace endpoint technology.

�        Analyzes user's computing environment and recommends or coordinates changes as necessary

�        Determines work strategies and assignments to meet department workload.                                                                       

Administration

�        Assist staff in answering questions or supporting faculty and staff. 

�        Consults with users to assess needs and provide guidance and support regarding workplace endpoint technology.

�        Manages change through collaboration with staff organizations, administrative units and other invested University service divisions.

�        Develops project plans and partners with users to prioritize projects, daily work, and plans for future initiatives. 

�        Utilize information technology systems to meet specific client goals.                                                                                                                                                                                                                                                                                                                                                                                            

Development

�        Leads projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology.

Performance

�        Leads projects to diagnose and resolve complex problems, questions and inquiries from clients using judgment and extensive experience.

�        Demonstrates application of advanced knowledge of skills, methods, practices, policies, and procedures.

�        Independently plans and prioritizes project and operational work.   

Supervises

�        Mentors, trains, evaluates performance, and conducts annual performance reviews. 

�        Provides work direction and/or supervises staff such as team members, subordinates, contractors, vendors, students, etc.

�        Coaches and mentors staff.

�        Manages projects ensuring timelines and deliverables are met and meet expectations.

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications:

�        Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree in a major such as computer science, information technology, or related; OR appropriate combination of education and experience.

�        5 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

�        identity management/provisioning

�        information security

�        Linux Operating System

�        Mac OS X Operating System

�        Microsoft Exchange

�        Microsoft Office (Word, Excel, Powerpoint, Teams, Outlook)

�        Microsoft SharePoint

�        Server hardware

�        Storage hardware

�        Windows

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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