Department: Kellogg Information Systems Salary/Grade: NEX/15
About the Kellogg School of Management at Northwestern University
The Kellogg School of Management at Northwestern University is a premier institution for management education. Founded in 1908 and based just outside of Chicago, Kellogg is home to a renowned, research-based faculty and the best and brightest MBA students from around the world.
Global business education is different today because of the teamwork and collaboration models that Kellogg pioneered 40 years ago. And, in the 21st century, Kellogg is truly a different voice in management education: We believe business can be bravely led, passionately collaborative and world changing.
At Kellogg, we are educating, equipping and inspiring leaders to excel in today’s complex Collaboration Economy. As a global community, Kellogg welcomes and embraces diverse perspectives that together enrich learning. Our vibrance can be seen throughout our dynamic community:
Kellogg students learn to build strong organizations that drive value creation in markets, harness the architectures of collaboration, deftly navigate between the private and public sectors, and innovate in the marketplace at firms large and small.
Our world-class faculty are recognized thought leaders whose teaching and cutting-edge research change how the world thinks about complex problems affecting business and society.
The school’s powerful global alumni network is 54,000-strong, comprised of true Kellogg leaders who lead top organizations.
About the Position
Provides standard support and maintenance to users regarding workplace endpoint technology. Diagnoses and resolves user problems, answers IT-related questions and inquiries utilizing hardware and software testing tools and techniques. Coordinates standard projects, working closely with peers and users to deliver optimum service. Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures.
Hardware and software installation, configuration and support for faculty, staff and student desktop and laptop computers and mobile devices.
Windows, macOS and Linux platform computer systems support and core software and research application support.
Administration and support for IT Services, collaboration tools, endpoint management systems, Learning Management Systems (LMS), and contribution to IT Service Management (ITSM) initiatives.
Performs tasks related to the design, implementation, support/maintenance, and enhancement of university enterprise software, vendor and in-house developed applications and tools.
Create documentation, workflow processes, and procedures for technical support and projects. Develop internal and external (KB) documentation, revise/update/deprecate as needed.
Assists in the creation of workplace endpoint technology initiatives.
Recommends modification of practices and procedures to increase effectiveness or efficiency.
Partners with users on projects utilizing IT units systems to meet specific user goals.
Authors Scopes of Work for small projects.
Creates and maintains user and internal staff documentation.
Installs, repairs and configures workplace endpoint technology using standard tools and test equipment while following established procedures.
Performs such tasks as troubleshooting, hardware diagnostics and repairs, and software installations and configurations.
Performs routine preventive maintenance tasks in accordance with established practices.
Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices.
Serve as a service owner and subject matter expert in designated focus areas.
Performs other duties as assigned.
Associate's degree or 2 year equivalent experience.
2 years IT, CS user support or equivalent experience required.
Infrastructure: active directory design, administration, Linux Operating System ,Mac OS X Operating System ,Microsoft Exchange ,Microsoft Lync ,Microsoft Office (Word, Excel, Powerpoint, Access, Outlook) ,Microsoft ,SharePoint, Windows Operating System
Certificiation/Licensure: CompTIA, Microsoft (MCSE, MCSD, MCSA)
Project: Collaboration and teamwork, Functional documentation, Organizational skills, Planning, Workflow development & documentation
Minimum Competencies: (Skills, knowledge, and abilities.)
Pronounced professionalism, excellent customer service skills and the ability to perform well under pressure.
Excellent verbal and written communication skills.
Significant knowledge of operating systems, core software and hardware platforms.
Strong analytical, troubleshooting and problem solving skills.
Preferred Qualifications: (Education and experience)
College degree in Computer Information Systems, Computer Science or related disipline.
Three to five years of experience working in a team-oriented customer support environment.
Experience working with macOS, Microsoft Windows and Microsoft Office Suite Applications.
A+ Certification, Microsoft, Apple, ITIL or comparable certification preferred but not required.
Preferred Competencies: (Skills, knowledge, and abilities)
Familiarity or experience working within a university environment.
Experience creating technical and end user documentation.
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. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 36858
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.