Technical Support Specialist

Job Summary:

The Technical Support Specialist delivers expert support for workplace endpoint technologies, ensuring reliable performance and a seamless user experience. This role is responsible for installing, configuring, and maintaining hardware and software systems, while diagnosing and resolving technical issues using advanced troubleshooting techniques and diagnostic tools. The specialist partners with peers and end users to coordinate routine projects, optimize workflows, and uphold service excellence. Additionally, this position enforces policies, procedures, and standards to align with organizational goals and industry best practices, contributing to a secure and efficient IT environment.

Description of workplace endpoint technology: 300+ laptops, desktops, and tablets with a mix of Windows and macOS operating systems. Peripherals and conference room equipment to support 285 staff. Training room equipment including laptops, projectors, cameras, and audio equipment. 

Please note: Hybrid schedule with required onsite days.

Specific Responsibilities:

Strategic Planning

• Assists in the creation of workplace endpoint technology initiatives.   

Administration

• Recommends modification of practices and procedures to increase effectiveness or efficiency.
• Collaborate with users to implement projects that leverage IT systems and tools.
• Authors Scopes of Work for small projects.
• Creates and maintains user documentation 

Development

• Installs, repairs, and adjusts workplace endpoint technology using standard tools and test equipment while following established procedures.
• Performs such tasks as imaging devices, replacing hardware components, deploying new equipment, and participating in team projects.
• Performs routine preventive maintenance tasks in accordance with established practices.

Performance

• Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices     

Miscellaneous 

Performs 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.   
• 2 years IT, CS user support or other relevant experience required.
• Familiarity with enterprise collaboration tools (e.g., Microsoft 365, Zoom).

Infrastructure 

• Adobe Creative Cloud Suite
• information security
• Mac OS X Operating System
• Microsoft Exchange
• Microsoft 365
• Microsoft SharePoint
• Zoom
• Storage hardware
• Windows Operating System

Analytical

• critical thinking
• decision making
• judgment
• problem solving
• Troubleshooting

Project

• collaboration and teamwork
• functional documentation
• organizational skills
• planning

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

• Proven expertise in hardware and software diagnostics and troubleshooting
• Excellent customer service and communication skills for technical and non-technical audiences.
• Ability to work autonomously while thriving in collaborative team environments
• Strong written and verbal communication skills for clear and professional interactions
• Effective time management with adaptability to shifting priorities
• Attention to detail ensuring accuracy and quality in all deliverables
• Adaptability and willingness to learn new technologies.

Preferred Qualifications: 

• Relevant certifications (CompTIA A+, Network+, Microsoft, Apple)
• Prior experience in a technical support or IT service environment.

Preferred Competencies: (Skills, knowledge, and abilities)

• Advanced proficiency in hardware and software troubleshooting across diverse platforms
• Experience delivering exceptional customer support in high-volume or complex environments
• Demonstrated ability to lead initiatives or mentor team members while fostering collaboration
• Strong technical documentation skills and ability to communicate complex concepts clearly
• Proven track record of managing multiple priorities under tight deadlines with flexibility
• Commitment to quality assurance with a focus on process improvement and accuracy

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.

Questions?

For consideration, current employees must submit an online application. For specific questions about this position, current employees may contact Gina Santucci at [email protected]. External candidates should be directed to apply via Northwestern’s career site at careers.northwestern.edu