Northwestern University
Technical Support Specialist Senior (One Year Term)
Northwestern University, Evanston, Illinois, us, 60208
Technical Support Specialist Senior (One Year Term)
Join to apply for the
Technical Support Specialist Senior (One Year Term)
role at
Northwestern University . This one‑year term position offers the opportunity to support users and manage endpoint technology in complex environments.
Department: IT Technology Support Services
Salary/Grade: ITS/77
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. Monitors and troubleshoots complex technical problems utilizing hardware and software testing tools and techniques. Provides leadership as technical resource to users and team. Provides video‑conferencing, audio‑visual user support for special events. Ability to facilitate existing web page updates and some web development needs.
Specific Responsibilities
Recommend, plan, and implement workplace endpoint technology initiatives.
Manage and coordinate projects collaboratively with internal/external clients utilizing the IT unit's systems to meet specific client goals.
Create project plans, testing, implementation, and evaluation of systems.
Coordinate projects partnering with users to deliver optimum service regarding installation and maintenance of workplace endpoint technology.
Test, implement, and evaluate systems and service results.
Coordinate and process application upgrades, security patching, platform software updates as necessary.
Leverage endpoint management technology to build shared software packages, images, and policy management.
Create endpoint management scripts, packages, and ad‑hoc reporting.
Provide advanced level troubleshooting support in response to complex problems, questions, and inquiries escalated by junior staff.
Coaches and mentors staff.
Perform 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 IT environment.
Work history demonstrating increasing levels of responsibility and leadership.
Experience as both an end‑user and administrator in areas such as user support, desktop support, help desk management, and documentation.
Minimum Competencies
One or more years’ experience in system administration of endpoint management systems or development of software images or packages.
Excellent oral and written communication skills, organizational skills.
Ability to effectively control and/or participate in multiple projects of varying priorities in a consistently professional manner.
Ability to establish and maintain respectful and effective relationships with management, co‑workers and customers.
Ability to work effectively with a range of responsible parties throughout the University to advance projects to timely and successful completion.
Demonstrated ability to analyze problems from multiple points of view, lead consensus building and translate consensus into planned action.
Familiarity with desktop computing environments and internet utility software.
Demonstrated ability working with Operating System imaging and software packaging using automation.
Demonstrated ability working with Windows Server administration.
Preferred Qualifications
Bachelor’s degree in Computer Science, MIS, or a related field.
Past experience in a University or highly decentralized corporate environment in planning and implementation of large, multi‑divisional product launches.
Advanced experience with Windows OS and Mac OS X administration related to automated software delivery, patch management and OS imaging.
Experience with Windows Server administration, WSUS, DNS, DHCP, firewalls, networking.
Hands‑on experience with full‑disk device encryption and key management.
Preferred Competencies
Intermediate knowledge working with OS imaging automation and booting technologies.
Intermediate skill level knowledge of Windows Group Policy, Log‑in scripts, and PowerShell.
Intermediate skill level knowledge working with Active Directory policy, groups, users.
Target Hiring Range $65,124 – $81,405 per year. Salary determined by education, experience, and internal equity.
Benefits Northwestern provides meaningful, competitive health care plans, retirement benefits, tuition discounts, and more. For details, visit https://www.northwestern.edu/hr/benefits/index.html.
Professional Growth & Development Northwestern supports career development. Learn more at https://www.northwestern.edu/hr/learning/index.html.
Equality, Diversity & Inclusion Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. For accommodations, contact the Office of Civil Rights and Title IX Compliance. More information on the accommodations process can be found at https://www.northwestern.edu/hr/benefits/complaint.htm.
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Technical Support Specialist Senior (One Year Term)
role at
Northwestern University . This one‑year term position offers the opportunity to support users and manage endpoint technology in complex environments.
Department: IT Technology Support Services
Salary/Grade: ITS/77
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. Monitors and troubleshoots complex technical problems utilizing hardware and software testing tools and techniques. Provides leadership as technical resource to users and team. Provides video‑conferencing, audio‑visual user support for special events. Ability to facilitate existing web page updates and some web development needs.
Specific Responsibilities
Recommend, plan, and implement workplace endpoint technology initiatives.
Manage and coordinate projects collaboratively with internal/external clients utilizing the IT unit's systems to meet specific client goals.
Create project plans, testing, implementation, and evaluation of systems.
Coordinate projects partnering with users to deliver optimum service regarding installation and maintenance of workplace endpoint technology.
Test, implement, and evaluate systems and service results.
Coordinate and process application upgrades, security patching, platform software updates as necessary.
Leverage endpoint management technology to build shared software packages, images, and policy management.
Create endpoint management scripts, packages, and ad‑hoc reporting.
Provide advanced level troubleshooting support in response to complex problems, questions, and inquiries escalated by junior staff.
Coaches and mentors staff.
Perform 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 IT environment.
Work history demonstrating increasing levels of responsibility and leadership.
Experience as both an end‑user and administrator in areas such as user support, desktop support, help desk management, and documentation.
Minimum Competencies
One or more years’ experience in system administration of endpoint management systems or development of software images or packages.
Excellent oral and written communication skills, organizational skills.
Ability to effectively control and/or participate in multiple projects of varying priorities in a consistently professional manner.
Ability to establish and maintain respectful and effective relationships with management, co‑workers and customers.
Ability to work effectively with a range of responsible parties throughout the University to advance projects to timely and successful completion.
Demonstrated ability to analyze problems from multiple points of view, lead consensus building and translate consensus into planned action.
Familiarity with desktop computing environments and internet utility software.
Demonstrated ability working with Operating System imaging and software packaging using automation.
Demonstrated ability working with Windows Server administration.
Preferred Qualifications
Bachelor’s degree in Computer Science, MIS, or a related field.
Past experience in a University or highly decentralized corporate environment in planning and implementation of large, multi‑divisional product launches.
Advanced experience with Windows OS and Mac OS X administration related to automated software delivery, patch management and OS imaging.
Experience with Windows Server administration, WSUS, DNS, DHCP, firewalls, networking.
Hands‑on experience with full‑disk device encryption and key management.
Preferred Competencies
Intermediate knowledge working with OS imaging automation and booting technologies.
Intermediate skill level knowledge of Windows Group Policy, Log‑in scripts, and PowerShell.
Intermediate skill level knowledge working with Active Directory policy, groups, users.
Target Hiring Range $65,124 – $81,405 per year. Salary determined by education, experience, and internal equity.
Benefits Northwestern provides meaningful, competitive health care plans, retirement benefits, tuition discounts, and more. For details, visit https://www.northwestern.edu/hr/benefits/index.html.
Professional Growth & Development Northwestern supports career development. Learn more at https://www.northwestern.edu/hr/learning/index.html.
Equality, Diversity & Inclusion Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. For accommodations, contact the Office of Civil Rights and Title IX Compliance. More information on the accommodations process can be found at https://www.northwestern.edu/hr/benefits/complaint.htm.
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