User Support Specialist (73L)

Department: NUL IT Infrastructure
Salary/Grade: NEX/15

Job Summary:

Are you the kind of IT professional who sees a repetitive task and thinks "there's got to be a better way to do this"? Envision desktop support going beyond solving problems - a place where technical skills blend with curiosity about what is possible with emerging tools.

Join a team where IT support meets innovation. The User Support Specialist role ensures library staff and patrons have the technology they need while finding ways to work smarter with innovative technologies and creative problem-solving.

The position supports 650+ workstations across multiple campus locations, manages systems like OnBase and SharePoint, and provides crucial audiovisual support for library events and hybrid meetings. Responsibilities include helpdesk coordination and technology asset management alongside hands-on technical support. This work directly enables core library operations - from public computing spaces to specialized research applications used by scholars worldwide.

The role requires strong desktop support fundamentals: configuring workstations, resolving hardware and software issues, maintaining security and compliance, and keeping systems running smoothly. The ideal candidate demonstrates curiosity about how modern tools - whether automation, AI assistants, or other emerging technologies - can solve problems more efficiently or open new possibilities. This position offers opportunities to expand technical skills while exploring emerging technologies that advance library services.

Responsibilities balance daily support requests with team projects, contributing to how the team approaches technical challenges and helping maintain specialized systems that make library services work. This position offers meaningful work in a collaborative environment committed to innovation for technically proven professionals who prioritize user success and are energized by finding better ways to deliver support.

The budgeted hourly rate for this position is $28.44. This position is in a bargaining unit represented by the Service Employees International Union (SEIU), Local 73.

Northwestern University has provided a pay range representing its good faith estimate of what the university reasonably expects to pay for the position. The pay offered to the selected candidate will be determined based on factors including (but not limited to) the experience and qualifications of the selected candidate including years since terminal degree, training, and field or discipline; departmental budget availability; internal comparators; and external market pay for comparable jobs.

Specific Responsibilities:

Strategic Planning

• Find opportunities to streamline workflows and improve user efficiency through exploring emerging tools, automation possibilities, and innovative approaches to common challenges.
• Know the latest in support technologies, audiovisual systems, and efficiency tools, sharing discoveries and proposing small-scale pilots or experiments.
• Recommend process improvements based on recurring patterns in support requests and direct user feedback.

Administration

• Support helpdesk operations by responding to incoming requests, resolving issues within scope, and coordinating with team members on complex problems.
• Contribute to project planning for technology initiatives, including timelines and success criteria.
• Support project execution to meet library operational goals.
• Create project documentation, conduct testing, oversee implementation, and evaluate outcomes for continuous improvement.
• Deliver training to individuals and groups on technology applications deployed across the libraries.
• Help maintain library technology assets including hardware inventory tracking, shared device fleet management (imaging, updates, loans), and equipment disposal coordination
• Development
• Support and optimize desktop computing environments (Windows and macOS), including installation, configuration, diagnosis, repair, maintenance, and upgrades to ensure reliable performance for both staff and public workstations.
• Partner with team members to deliver effective technology deployment and support, seeking more efficient approaches to routine tasks.
• Test, implement, and evaluate systems and services, documenting outcomes and lessons learned.
• Analyze and resolve complex endpoint technology issues using both time-tested methods and innovative diagnostic approaches.
• Test, maintain, and provide technical support for audiovisual equipment, hybrid meeting technologies, and printer services including deployment, updates, driver management, and vendor coordination.
• Experiment with automation and tool integration for repetitive tasks to improve team efficiency and service delivery.

Performance

• Coordinate with external vendors and technical support teams to efficiently resolve reported issues.
• Develop and maintain clear, accessible documentation for support procedures, solutions, and evolving guidelines.
• Communicate proactively with library staff about technology changes, updates, and new capabilities.
• Apply critical software updates, respond to security incidents, and maintain compliance with university IT policies.
• Support federal accessibility compliance and audiovisual service quality through proactive remediation and maintenance efforts.
• Monitor support ticket trends to identify recurring issues and recommend proactive solutions.

Supervises

• Provide guidance to staff regarding support practices, effective use of technologies, and skill development.
• Lead projects to ensure timely completion and quality outcomes.
• Contribute to a team culture that prioritizes continuous learning, innovation in service delivery, and collaboration.

Miscellaneous

Performs other duties as assigned.

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

• 2 years IT, CS user support or other relevant experience required.
• Adobe Creative Cloud Suite
• Mac OS X Operating System
• Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)
• Microsoft SharePoint
• Windows Operating System
• Team Dynamix or other helpdesk system
• CrashPlan, Zoom, Teams, Office 365
• critical thinking
• business intelligence application design
• decision making
• judgment
• problem solving
• Troubleshooting
• use-case analysis
• collaboration and teamwork
• functional documentation
• organizational skills

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

• Strong troubleshooting and analytical problem-solving skills with ability to diagnose complex technical issues.
• Excellent verbal and written communication skills, with ability to explain technical concepts to non-technical users.
• Solid understanding of Windows and macOS operating systems, including installation, configuration, and maintenance.
• Experience with ticketing systems and documented support processes.
• Willingness to experiment with new tools and approaches; comfortable with ambiguity and iterative learning.
• Ability to work both independently and collaboratively in a team environment, exercising initiative and sound judgment.
• Strong organizational skills and attention to detail, with ability to balance multiple priorities.
• Customer service orientation with commitment to user satisfaction and service excellence.

Preferred Qualifications: (Education and experience)

• Associate's degree or equivalent combination of education and experience.
• 2 years' experience in technical support, desktop support, help desk, or user services in an IT environment.
• Demonstrated aptitude and enthusiasm for learning emerging technologies, with curiosity about how tools like AI/ML, automation, and modern productivity platforms that apply to library services and IT operations and improve workflows and solve problems.
• Work history showing increasing responsibility, initiative, and creative problem-solving.
• Experience supporting end-users in areas such as desktop support, application troubleshooting, training, and documentation.
• Please see information highlighted in tables below.
• Experience in a library, higher education, or research environment.
• Familiarity with OnBase, SharePoint, or similar enterprise content management and collaboration platforms.
• Experience supporting audiovisual systems, hybrid meeting technologies, or event support.
• Exposure to automation tools, scripting, or workflow optimization approaches.
• Background in training or mentoring junior staff or end-users.

Preferred Competencies: (Skills, knowledge, and abilities)

• Awareness of AI technologies and their applications in IT support or productivity enhancement.
• Experience with documentation tools and knowledge base development.
• Understanding of IT security principles, compliance requirements, and accessibility standards.
• Project coordination or project management experience.
• Demonstrated ability to identify process improvements and implement efficient solutions.
• Track record of self-directed learning and adapting to new technologies.

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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