Technical Support Specialist Senior (One Year Term)

Department: IT Technology Support Svcs
Salary/Grade: ITS/77

*Please note this position is a one-year term role.

Job Summary:

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. Provides video conferencing, audio-visual user support for special events. Ability to facilitate existing web page updates and some web development needs.

Specific Responsibilities:

Strategic Planning

• Recommends, plans, and implements workplace endpoint technology initiatives.

Administration

• 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.

Development

• Coordinates projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology.
• Tests, implements, and evaluates systems and service results.
• Coordinates and processes application upgrades, security patching, platform software updates as necessary.
• Leverages endpoint management technology to build shared software packages, images and policy management.
• Creates endpoint management scripts, packages, and ad hoc reporting.

Performance

• Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries that have been escalated by junior staff.

Supervises

• Coaches and mentors staff.

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications:

• Associate's degree or 1 year equivalent experience.

• 3 years' experience in consulting, project management, training, technical support, or user service, in an information technology environment or similar.

• 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 similar.

Infrastructure

• active directory design, administration

• Adobe Creative Cloud Suite

• Mac OS X Operating System

• Microsoft Teams

• Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)

• Microsoft SharePoint

• Windows Operating System

Programming Languages and Frameworks

• HTML 5

• JavaScript

• Microsoft PowerShell

• Shell Scripting

• Microsoft Configuration Manager (MECM)

• Jamf Pro

Analytical

• critical thinking

• Debugging

• judgment

• problem solving

• Troubleshooting

• use-case

Project

• Code documentation

• collaboration and teamwork

• evaluate resources

• organizational skills

• planning

Minimum Competencies: (Skills, knowledge, and abilities.)

• One or more years' experience in system administration of endpoint management systems or development of software images or packages.

• Excellent oral and written communications skills, organizational skills

• Ability to effectively control and/or participate in multiple projects of varying priorities in a consistently professional manner.

• Ability to establish and maintain respectful and effective relationships with management, co-workers and customers.

• Ability to work effectively with a range of responsible parties throughout the University to advance projects to timely and successful completion.

• Demonstrated ability to analyze problems from multiple points of view, lead consensus building and translate consensus into planned action.

• Familiarity with desktop computing environments and Internet utility software.

• Demonstrated ability working with Operating System imaging and software packaging using automation.

• Demonstrated ability working with Windows Server administration.

Preferred Qualifications:

• Bachelor's degree in Computer Science, MIS, or a related field

• Past experience in a University or highly-decentralized corporate environment in planning and implementation of large, multi-divisional product launches.

• Advanced experience with Windows OS and Mac OS X administration related to automated software delivery, patch management and Operating System imaging.

• Demonstrated ability working with Windows Server administration, WSUS, DNS, DHCP, firewalls, networking.

• Hands on experience with full-disk device encryption and encryption key management.

Preferred Competencies: (Skills, knowledge, and abilities)

• Intermediate knowledge working with OS imaging automation - PEX/NetBoot Booting, Windows PE, Microsoft MDT, Dell KACE K2000 and K1000, Symantec Altiris, Microsoft-SCCM, Microsoft MBAM, JAMF Casper.

• Intermediate skill level knowledge of Windows Group Policy, Log-in scripts, and Powershell

• Intermediate skill level knowledge working with Active Directory policy, groups, users.

Target hiring range for this position will be between $65,124-$81,405 per year. Offered salary will be determined by the applicant's education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life's challenges and opportunities, and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you're interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process.