Job Directory Technical Support Specialist

Technical Support Specialist
Evanston, IL

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Job Description

Department: Alumni Relations & Development

Salary/Grade: NEX/15

Job Summary:

Technical Support Specialist provides standard installation and maintenance to users regarding workplace endpoint technology. Diagnoses and resolves user problems, questions and inquiries utilizing hardware and software testing tools and techniques. Coordinates standard projects, working closely with peers and users to deliver optimum service. Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures. Responsible for administration, support and maintenance of Windows and Mac operating systems, Windows Server, Mac OSX Server, Apple Time Machine, and Active Directory. Additionally will be required to support and maintain mobile device operating systems such as iOS, Android and Windows Phone.

Specific Responsibilities:

Strategic Planning

* Assists in the creation of workplace endpoint technology initiatives.


* Recommends modification of practices and procedures to increase effectiveness or efficiency.
* Partners with users on projects utilizing IT units systems to meet specific user goals.
* Creates and maintains user documentation.


* Installs, repairs and adjusts workplace endpoint technology using standard tools and test equipment while following established procedures.
* Performs such tasks as replacing components, wiring circuits, taking test readings, and evaluating problems.
* Performs routine preventive maintenance tasks in accordance with established practices.


* Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices

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.
* 2 years IT, CS user support or other relevant experience required.
* Experience with the following:
* Enterprise Applications: Google Apps for Education (Bgoogle)
* Infrastructure: active directory design, administration, Adobe Creative Cloud Suite, information security, Mac OS X Operating System, Microsoft Exchange, Microsoft Lync, Microsoft Office (Word, Excel, Powerpoint, Access, Outlook), Microsoft SharePoint, Server hardware, Service Orienteted Architecture (SOA), Skype, Storage hardware, Windows Operating System
* Analytical: critical thinking, decision making, judgment, problem solving, Troubleshooting
* Project: collaboration and teamwork, facilitate collaboration, functional documentation, organizational skills, planning

Preferred Competencies: (Skills, knowledge, and abilities)

* Comfort and efficiency when operating in a customer service focused environment.

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.

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