Technical Support Spec Sr - FSMIT

Department: MED-Central IT
Salary/Grade: ITS/77

Job Summary:

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.

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.

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications:

• 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.

Infrastructure (extends across applications)

• 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
• 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.)

• 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

Preferred Qualifications:

• Bachelor's degree
• Knowledge of Apple Mac and Windows operating systems

Target hiring range for this position will be between $65,124-$91,581 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.

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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