Position: Temporary Technology Support Specialist Hours: This is a full-time position (37.5 hours per week/ 8:30am-5pm / M-F) Pay: $25 - 30 per hour Campus: Evanston Approximate start date: ASAP Approximate end date: TBD
Northwestern University is seeking a Temporary Technology Support Specialist for the Evanston campus.
Temporary Job Description:
Temporary Technology Support Specialist 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 personnel 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.
At least 2+ 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:
Infrastructure: identity management/provisioning, Mac OS X Operating System, Microsoft Office (Word, Excel, Powerpoint, Access, Outlook), Windows Operating System
Enterprise Applications: Other: IT Ticketing Software
Analytical: critical thinking, decision making, judgment, problem solving, Troubleshooting
Project: collaboration and teamwork, functional documentation, organizational skills
Minimum Competencies: (Skills, knowledge, and abilities.)
Ability to explain technology and technical solutions to problems to non-technical users 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 and mentor new hires.
Understand and abide by all internal and client security and operational policies.
Preferred Qualifications: (Education and experience)
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 service management tool.
Working knowledge of a Learning management system (LMS) – Blackboard, Desire2Learn (D2L), Cornerstone, Moodle, etc.
Working knowledge of ERP systems, preferably PeopleSoft Financials.
Functional knowledge of accounting, budgeting, procurement or facilities management operations.
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: 35503
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.