Department: IT Technology Support Svcs Salary/Grade: NEX/13
User Support Specialist Associate provides support to end users for basic incident resolution and requests reported to the IT Support Center. This role identifies, researches, and resolves technical problems via responding to telephone calls, email and other methods of request. Additionally, the role is responsible for documenting, tracking and monitoring client interactions to ensure a timely resolution. Also responsible for providing a positive customer support experience and ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Recommends changes to processes to improve customer experience.
Recommends application changes to address frequent support issues encountered by customers.
Documents and escalates customer feedback to be used in technical support documents.
Develops documentation for all support activities and problem resolutions within internal and external knowledge bases.
Attends training sessions and meetings regarding updates and/or enhancements to supported applications and systems.
Trains customers, as needed, on use and best practices of supported applications.
Diagnoses and resolves complex problems, questions and inquiries reported by customers according to established processes.
Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Reviews previous customer interactions to ensure best in service support, provides feedback and recommendations to IT Service Desk Manager.
Troubleshoots technical issues reported by customers via Phone, Email, Ticketing Software, or other methods.
Coordinates with technical support staff and IT Service Desk Manager to resolve unresolvable requests and incidents.
Grows general knowledge of business applications, increasing ability to resolve requests on first contact.
Other duties as assigned.
Performs other duties as assigned.
At least 1+ years as remote IT support technician in a service desk environment.
Combined with the above-listed education/experience as well as a demonstrated ability through work and work-related tasks, the preferred individual will also exhibit competencies with the following products or similar products:
IT Ticketing Software
Infrastructure (extends across applications):
Mac OS X Operating System
Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
Windows Operating System
Collaboration and teamwork
Minimum Competencies: (Skills, knowledge, and abilities.)
Ability to explain technology and technical solutions to problems to non-technical customers remotely via telephone.
Ability to act on own initiative and establish effective relationships with management, co-workers and customers.
Ability to handle escalations with vendors and other third parties.
Ability to maintain composure and work effectively in a pressure setting.
Ability to document effort and steps taken to resolve client issues, update internal documentation based on client interactions.
Strong desire to improve customer service experience.
Strong desire to develop and grow in knowledge and experience.
Strong desire to assist in internal training.
Understand and abide by all internal and client security and operational policies.
Past experience in a university or highly decentralized corporate technical support environment.
The following certifications are not required, but highly recommended to possess:
ITIL v3 certification
Cisco Certified Network Associate
Microsoft Technology Associate (MTA)
CompTIA A+ Technician
Preferred Competencies: (Skills, knowledge, and abilities)
Experience using BMC Footprints IT service management tool.
Working knowledge of a Learning management system (LMS) – Blackboard, Desire2Learn (D2L), Cornerstone, Moodle, etc.
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: 39884
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.