Department: Kellogg Information Systems Salary/Grade: NEX/13
Completes general tasks to aid in the ongoing support of workplace endpoint technology. Carries out procedures to ensure that all products and services meet organization standards and user requirements. Assists in the installation, maintenance and testing of workplace endpoint technology to ensure proper operation and freedom from defects. Monitors and responds to technical problems utilizing hardware and software testing tools and techniques. May coordinate small projects.
Description of workplace endpoint technology:
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.
Assists in the creation of workplace endpoint technology replacement lifecycle plan for users.
Documents activities, events and materials used in maintenance logs or on service reports.
Creates system performance/configuration reports.
Maintains hardware and software inventories and documentation.
Installs, configures and troubleshoots workplace endpoint technology using standard tools and test equipment while following established procedures.
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.
Performs other duties as assigned.
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.
No experience required.
Linux Operating System, Mac OS X Operating System, Microsoft Exchange, Microsoft Lync, Microsoft Office (Word, Excel, Powerpoint, Access, Outlook), & Windows Operating System
Critical thinking, decision making, problem solving, troubleshooting
Collaboration and teamwork; functional 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.
Knowledge of operating systems, core software and hardware platforms.
Strong analytical, troubleshooting and problem solving skills.
Associate's degree or 1 year equivalent experience.
2 years IT, CS user support or equivalent experience required
A+ Certification, Microsoft, Apple, or compatible certification preferred but not required.
Preferred Competencies: (Skills, knowledge, and abilities)
Familiarity with University Environment
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: 36862
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.