Technical Support Specialist Senior (Hybrid)

Technical Support Specialist Senior (Hybrid)

Job Summary:

The School of Education and Social Policy is an innovative and daring intellectual enterprise wherein the world’s leading researchers in education, learning sciences, psychology, economics, policy studies, and related fields work with some of the finest students at Northwestern to understand and improve lives.  Our focus is on human lives in context — how people live and learn in families, schools, neighborhoods, organizations, and societal institutions. Leadership and learning cut across everything we do.

At SESP technology plays a critical role in research, instruction, and administration of the school.  As a member of the SESP Technology Group, this position provides key technical support ensuring SESP community members make best use of available and developing technology resources.

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.

Please Note: Unit has occasional evening and/or weekend support needs, to be scheduled with advance notice. May require on-call support for emergencies outside of business hours.

This role will operate on a hybrid schedule of 3 days on campus, 2 days remote.

Specific Responsibilities:

Strategic Planning

  • Recommends, plans, and implements workplace endpoint technology initiatives.
  • Analyzes user's infrastructures and recommends or coordinates remedial changes as necessary                                                                       

Administration

  • 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.                                                                                                                                      Development
  • Coordinates projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology.
  • Tests, implements, and evaluates systems and service results.

Performance

  • Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries that have been escalated by junior staff.      

Supervises

  • 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.
  • Other duties as assigned.

Minimum Qualifications:

  • 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.
  • Please see information highlighted in tables below.

Enterprise Applications

  • Instructure Canvas

Infrastructure

  • active directory design, administration
  • Adobe Creative Cloud Suite
  • Box Collaborative Storage
  • LDAP
  • Linux Operating System
  • Mac OS X Operating System
  • Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
  • Skype
  • Windows Operating System

Analytical

  • critical thinking
  • decision making
  • judgment
  • problem solving
  • Troubleshooting
  • use-case analysis

Project

  • budgeting
  • collaboration and teamwork
  • cost/benefit analysis
  • evaluate resources
  • facilitate collaboration
  • functional documentation
  • iterative & incremental development
  • organizational skills
  • planning
  • write proposals and project charters

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