Senior Technical Support Specialist

Department: FSM IT
Salary/Grade: ITS/77

Job Summary:

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.

This specific role is within the Feinberg IT centralized IT team. The central IT team provides resources and support to the Feinberg School of Medicine.

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.

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
• Windows Operating System

Compliance

• FERPA
• FISMA
• HIPAA
• HITECH

Analytical

• Critical Thinking
• Debugging
• Decision Making
• Judgment
• Metadata Creation And Management
• Problem Solving
• Read & Interpret Technical Drawings
• Troubleshooting
• Use-Case Analysis

Project

• Collaboration And Teamwork
• Facilitate Collaboration
• Functional Documentation
• Organizational Skills
• Planning

Miscellaneous

Perform 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 a bachelor's or higher degree; OR appropriate combination of education and experience.
• 3 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.

Minimum Competencies: (Skills, knowledge, and abilities.)

• Strong technical aptitude, experience working with computers
• Ability to troubleshoot desktop/laptop computer hardware/software
• Ability to work independently and with a team, demonstrate initiative, prioritize assignments, meet deadlines and problem solve on an ongoing basis
• Must be able to provide a high-level of customer service / support

Benefits:

At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parental leave; tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, 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.

Target hiring range for this position will be between $65,120 to $93,360 per year. 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.

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