Job Description

Job Summary:

Reporting to the Technical Support Specialist Lead, the Technical Support Specialist role will support Facilities’ mission and values by exhibiting the following: inclusiveness, respect, initiative, collaboration, innovation, and accountability. The incumbent will strive to provide excellent service when performing job responsibilities and will practice safe work procedures and always follow safety rules.

Target hiring range for this position will be between$29.27-$32.84 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.

This position’s key responsibilities:

· Provides standard installation and maintenance to users regarding workplace endpoint technology.

· Diagnoses and resolves user problems, questions and inquiries utilizing hardware and software testing tools and techniques.

· Coordinates standard projects, working closely with peers and users to deliver optimum service.

· Implements policies, procedures, and standards and ensures their conformance with information systems goals and procedures.

Please enter description of workplace endpoint technology:

· JAMF Pro – iOS MDM

· Quest KACE – Computer inventory & management

· CrashPlan – Computer backup

· OneDrive – Cloud storage

· Mainly Windows OS

· iOS – Apple iPad and iPhone

· Some Mac OS

Please note: Must be willing and able to cover 7am-3:30pm shift as needed for staff coverage. Will be required to travel between Evanston and Chicago campuses.

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.

· Partners with users on projects utilizing IT units systems to meet specific user goals.

· 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 replacing components, wiring circuits, taking test readings, and evaluating problems.

· 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

· Serves as a service owner and subject matter expert in designated focus areas.

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.

Please see information in tables below:

Infrastructure (extends across applications)

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

· Windows Operating System

· iOS Operating System

· JAMF MDM

· Quest KACE

Analytical

· critical thinking

· decision making

· Problem solving

· Troubleshooting

Project

· collaboration and teamwork

· Organizational skills

· planning

Preferred Competencies: (Skills, knowledge, and abilities)

· JAMF Pro – iOS MDM

· Pronounced professionalism and the ability to perform well under pressure

· Significant knowledge of operating systems, core software and hardware platforms

· Creative and adaptable troubleshooting and problem solving skills

· Receptive to feedback, willing to learn, embracing continuous improvement;

· Helpful, respectful, approachable and team oriented. Ability to build strong working relationships and a positive work environment;

· Works effectively in an environment in which the parameters may change daily; adjusts behavior to meet the needs of different people and situations.

· Facilitates open and effective communication, cooperation and teamwork within and outside of one's own team;

· Plans ahead, manages time well and arrives on time;

· Recommends improvements and opportunities to increase efficiency and reduce costs;

· Exceptional customer relationship skills and the ability to establish effective working relationships in a diverse environment;

· Analytical skills including critical thinking, decision making, trouble shooting and problem solving;

· Achieves a standard of excellence with work processes and outcomes, honoring University and Department policies and all regulatory requirements.

Target hiring range for this position will be between $29.27-$32.84 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.