Edtech.com's Summary

Northwestern University is hiring a Technical Support Spec (MED-Central IT). The role sits on the customer support team of Feinberg IT, the centralized technology group that serves Northwestern’s Feinberg School of Medicine, where it installs, repairs, and maintains workplace endpoint technology for users. The specialist also diagnoses and resolves user problems and inquiries and works with peers and users on standard projects.

Highlights

Install, repair, and adjust workplace endpoint technology using standard tools and test equipment, including replacing components, taking test readings, and performing routine preventive maintenance under established procedures.
Diagnose and resolve complex problems, questions, and inquiries from clients, which makes up about 40% of the role.
Author scopes of work for small projects, create and maintain user documentation, and recommend changes to practices and procedures that make the team more efficient.
Help shape workplace endpoint technology initiatives and coordinate standard projects with peers and users.
Associate’s degree or higher from an accredited college or university, or an appropriate combination of education and experience.
Two years of IT, computer science user support, or other relevant experience.
Working knowledge of infrastructure including Mac OS X, Linux, Microsoft Exchange and Office, SharePoint, Adobe Creative Cloud, Box, identity management, and information security.
Familiarity with compliance frameworks such as FERPA, FISMA, HIPAA, and HITECH, along with strong troubleshooting, debugging, and problem-solving skills.

Technical Support Spec (MED-Central IT) Full Description

Department:

MED-Central IT

Salary/Grade:

NEX/15

Job Summary

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.

This position is homed in the centralized Feinberg IT group and sits on the customer support team supporting the Feinberg School of Medicine.

Specific Responsibilities:

Strategic Planning (10%)

Assists in the creation of workplace endpoint technology initiatives.

Administration (10%)

Recommends modification of practices and procedures to increase effectiveness or efficiency.
Authors Scopes of Work for small projects.
Creates and maintains user documentation.

Development (35%)

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.

Performance (40%)

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

Miscellaneous (5%)

Other duties as assigned.

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

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.
Infrastructure: Adobe Creative Cloud Suite; Box Collaborative Storage; identity management/provisioning; information security; Linux Operating System; Mac OS X Operating System; Microsoft Exchange; Microsoft Lync; Microsoft Office (Word, Excel, PowerPoint, Access, Outlook); Microsoft SharePoint; server hardware; storage hardware.
Compliance: FERPA; FISMA; HIPAA; HITECH.
Analytical: Critical thinking; debugging; decision making; judgment; problem solving; read & interpret technical drawings; troubleshooting; use-case analysis.
Project: Collaboration and teamwork; facilitate collaboration; functional documentation; organizational skills; planning.

Minimum Competencies: (Skills, knowledge, and abilities)

No minimum competencies identified.

Preferred Qualifications: (Education and experience)

No preferred qualifications identified.

Preferred Competencies: (Skills, knowledge, and abilities)

No preferred competencies identified.

Target hiring range

Target hiring range for this position will be between $XX.XX - $XX.XX per hour. Offered salary will be determined by the applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

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 University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern’s non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.

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Technical Support Spec (MED-Central IT)

Edtech.com's Summary

Technical Support Spec (MED-Central IT) Full Description

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