Department: Kellogg Information Systems Salary/Grade: NEX/15
Provides standard installation and maintenance to users regarding workplace endpoint technology. Diagnoses and resolves user problems, questions and inquiries utilizing hardware and software testing tools and techniques. Coordinates standard projects, working closely with peers and users to deliver optimum services. Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures.
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 installation and maintenance support to users regarding workplace endpoint technology. Diagnoses and resolves user problems, questions, and inquiries utilizing hardware and software testing tools and techniques. Coordinates 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.
Description of workplace endpoint technology:
Hardware and software installation, configuration and support for faculty, staff, and student desktop and laptop computers and associated peripherals, tablets, and mobile devices.
Windows, Mac and Ubuntu Linux based computer systems support.
System administration for Learning Management Systems (LMS) and IT Service Management, including Canvas, JAMF, Quest KACE, ServiceNow, Bomgar, Smartsheet.
Survey and collaborations tools administration and support, including Qualtrics, Microsoft Exchange, Microsoft Teams.
Core software and research applications support, including Microsoft Office, Symantec Endpoint Protection, Traps, Box, Adobe Creative Cloud Suite, R/RStudio, Stata, SAS, SPSS, Matlab, Mathematica, Python.
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.
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 equivalent experience required.
Instructure Canvas, JAMF, Quest KACE, ServiceNow
Infrastructure: active directory design, administration, Box Collaborative Storage, Linux Operating System, Mac OS X Operating System, Microsoft Exchange, Microsoft Lync, Microsoft Office (Word, Excel, Powerpoint, Access, Outlook), SQL/MySQL/Postgres, Windows Operating System, Crashplan
Microsoft PowerShell and Shell Scripting
Critical thinking, decision making, judgment, problem solving, Troubleshooting, use-case analysis
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.
Creative and adaptable troubleshooting and problem solving skills.
Experience working with MacOS, Microsoft Windows, Ubuntu Linux, Microsoft Office Suite Applications.
ITIL or comparable 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: 37716
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.