at Northwestern University in Evanston, Illinois, United States
Job Description
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Job ID50603
LocationEvanston, Illinois
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Department: IT Technology Support Svcs
Salary/Grade: NEX/13
Job Summary:
Responds to users to resolve problems associated with the organizational area's applications and services. Diagnoses problem source through analysis, testing and discussions with users. Coordinates with programmers, developers, analysts, and project managers to resolve problems.Follows up with users to ensure problem resolution and develops supporting documentation of all activities.
Specific Responsibilities:
Strategic Planning
Recommends application changes to address frequent support issues encountered by users.
Recommends changes to processes to increase efficiency and effectiveness of applications.
Plans, schedules and coordinates with other technical groups to work through project deliverables, issue resolution or service fulfillment.
Administration
Develops documentation for all support activities and problem resolutions.
Attends training sessions and meetings regarding updates and/or enhancements to organizational area's applications.
Attends user meetings to gain knowledge of users' evolving business.
Drafts training documents and trains users on use of applications.
Works with procurement, finance and vendor on service maintenance contract renewals.
Creates project charter documents with goals, objectives and deliverables.
Creates basic project plans showing tasks, sequence and people resources.
Drafts business communications regarding applications support.
Processes invoices using multi chart strings within. NU financials.
Development
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.
Performance
Coordinates with internal and external technical support personal to resolve internal reported issues.
Reviews and resolves service outages.
Supervises
Other duties as assigned.
Minimum Qualifications: (Education, experience, and any other certifications or clearances)
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.
Target hiring range for this position will be between $22.00-$26.74 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.
Click for information on EEO is the Law.
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.
