Technical Support Specialist Associate

Department: Kellogg Information Systems
Salary/Grade: NEX/13

Job Summary:

Provides support and maintenance for workplace endpoint technology, addressing user inquiries and resolving issues through diagnostic tools and techniques. Carries out procedures to ensure that all products and services meet organizational standards and user requirements. Collaborates with peers and users to deliver optimal service and participates in projects and documentation development.

Key Responsibilities:

• Endpoint Support: Install, configure, and maintain hardware and software for faculty, staff, and student devices, including desktop and laptop computers, mobile devices, and related peripherals.
• Platform Support: Provide assistance for Windows, macOS, and Linux systems, including core software and research applications.
• System Administration: Manage IT services, collaboration tools, endpoint management systems, and Learning Management Systems (LMS); contribute to IT Service Management (ITSM) initiatives.
• Documentation: Develop, update, and maintain internal and external knowledge base (KB) documentation, workflow processes, and technical support procedures.

This position ensures that products and services meet organizational standards through regular testing and maintenance, ensuring reliable operation and high-quality performance.

Specific Responsibilities:

Strategic Planning

• Assists in the creation of workplace endpoint technology replacement lifecycle plan for users.

Administration

• 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.

Development

• Installs, configures and troubleshoots workplace endpoint technology using standard tools and test equipment while following established procedures.

Performance

• 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.

Supervises

• N/A

Miscellaneous

• Other duties as assigned.

Minimum Qualifications:

• 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.
• Please see information highlighted in tables below.

• Infrastructure
  (extends across applications)
  • Linux Operating System
  • Mac OS X Operating System
  • Microsoft Exchange
  • Microsoft Lync
  • Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
  • Windows Operating System
• Certification/Licensure
  • CompTIA
• Analytical
  • Critical thinking
  • Decision making
  • Problem solving
  • Troubleshooting
• Project
  • 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.

Preferred Qualifications:

• 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

Target hiring range for this position will be between $26 - $30 per hour. 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 strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

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. Click for information on EEO is the Law.

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