Supports users ensuring successful installation and on-going use of workplace endpoint technology within complex environments. Evaluates new technologies within existing environments. Manages medium to large projects, working closely with peers and users to deliver optimum service. Contributes to defining and implementing policies, procedures, and standards and ensures their conformance with information systems goals and procedures. Monitors and troubleshoots complex technical problems utilizing hardware and software testing tools and techniques. Provides leadership as technical resource to users and team.
Please note: Scheduled weekend support shifts on rotating basis with other team members.
Recommends, plans, and implements workplace endpoint technology initiatives.
Analyzes user's infrastructures and recommends or coordinates remedial changes as necessary
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.
Coordinates projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology.
Test, implement, and evaluate systems and service results.
Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries that have been escalated by junior staff.
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.
Performs other information systems support and administration duties as assigned or directed.
Successful completion of a full 4-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.
Three 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.
Minimum Competencies: (Skills, knowledge, and abilities.)
Excellent communication and customer service skills
Understanding of Microsoft Active Directory (in-depth knowledge / experience preferred).
Proficiency with both Windows and Mac OS.
Experience working in higher education or other decentralized IT environment.
Experience supporting end users who work in a clinical setting.
Preferred Competencies: (Skills, knowledge, and abilities)
Knowledge/experience with Dell KACE or other endpoint management suite.
Knowledge/experience with Microsoft Print Services.
Understanding of IT best practices.
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: 37282
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.