Technical Support Specialist - Law School

Department: Law Information Systems
Salary/Grade: NEX/15

Job Summary:

Responds to users to resolve problems associated with the organizational area's workplace endpoint technology. Diagnoses and resolves user problems, questions and inquiries utilizing hardware and software testing tools and techniques. Provides standard installation, maintenance and testing of workplace endpoint technology to ensure proper operation. Coordinates standard projects, working closely with peers and users to deliver optimum services.

Target hiring range for this position will be between $27.06 to $33.71 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.

Specific Responsibilities:

Strategic Planning

• Assists in the creation of workplace endpoint technology initiatives.
• Recommends changes to address frequent support issues encountered by users.
• Recommends changes to processes to increase efficiency and effectiveness.
• Plans, schedules and coordinates with other technical groups to work through project deliverables, issue resolution or service fulfillment.

Administration

• Documents activities, events and materials used in accordance with teams processes and forms.
• Maintains hardware and software inventories and documentation.
• Attends training sessions and meetings regarding updates and/or enhancements to organizational area's endpoint technology.
• Attends user meetings to gain knowledge of users' evolving business.
• Drafts training documents and trains users on use of various endpoint technology.
• Creates project charter documents with goals, objectives and deliverables.
• Creates project plans showing tasks, sequence and people resources.
• Drafts business communications regarding various endpoint technology and support.
• Authors scopes of work for small projects.

Development

• Supports troubleshooting/triage assistance to users in a courteous and professional manner.
• Recommends solutions to general problems, questions and inquiries encountered by clients according to established practices.
• Installs, configures, repairs, and troubleshoot endpoint technology while following established procedures.

Performance

• Coordinates with internal and external technical support personal to resolve technical issues.
• Supports troubleshooting/triage assistance to users in a courteous and professional manner.
• Diagnoses and resolves complex problems to problems, questions and inquiries encountered by clients according to established practices.
• Miscellaneous
• 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.

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

• 3 Years IT, CS User Support experience
• Experience in procurement and familiarity with university purchasing processes

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 strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

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. Click for information on EEO is the Law.

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