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Technical Support Specialist

Northwestern University, IL
Job Level
Entry-level position
Post Date
08/13/2019
Job Category
Specialist / Associate
Sector
  • Information Technology
Job Status
Areas of Responsibility
  • Support / Help desk
Link to Job Posting

Job ID: 36861

Location: Evanston, Illinois

Department: Kellogg Information Systems
Salary/Grade: NEX/15

Job Summary:

Completes general tasks to aid in the ongoing support of workplace endpoint technology. Carries out procedures to ensure that all products and services meet organization standards and user requirements. Assists in the installation, maintenance and testing of workplace endpoint technology to ensure proper operation and freedom from defects. Monitors and responds to technical problems utilizing hardware and software testing tools and techniques. May coordinate small projects.

Description of workplace endpoint technology:

  • Operate audio, video, and lighting equipment for live events, live broadcast, recordings & post-production tasks. Setup, test and tear down equipment for live sessions and live performances before and after event completion. Record, edit and mix audio tracks.

  • Provide computer operating systems (Windows and MAC), Microsoft Power Point, Word, Excel and MAC OS Keynote support to faculty, students and staff connecting their personal devices into our built-in projection system.

  • Follow direction and details from event producer or event owners. Assist with stage management. Attend various content meetings in preparation for live productions.

  • Assist with livestreaming sessions, including the setup of equipment and monitor sessions and with content display (projection, confidence monitor, laptops and other devices)

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 and internal staff documentation.

Development

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

  • Performs such tasks as troubleshooting, hardware diagnostics and repairs, and software installations and configurations. .

  • 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.

  • Serve 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.

  • Linux Operating System, Mac OS X Operating System, Microsoft Exchange, Microsoft Lync, Microsoft Office (Word, Excel, Powerpoint, Access, Outlook), Microsoft SharePoint, Windows Operating System

  • CompTIA

  • Critical thinking, decision making, judgment, problem solving, read & interpret technical drawings, Troubleshooting

  • Collaboration and teamwork, functional documentation, organizational skills, planning, workflow development & 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.

  • Significant knowledge of operating systems, core software and hardware platforms.

  • Strong analytical, troubleshooting and problem solving skills.

  • A team player with excellent verbal and written communication skills

  • Creativity, well organize and attention to detail

Preferred Qualifications:

  • 2 to 3 Audio and video user support or equivalent experience.

  • Working knowledge of recording software and hardware

  • Experience with AV production equipment, such as up lighting, gobo lights, stage lighting, and projection systems

  • College degree in Audio/Sound Engineering or related disipline is a plus.

  • Three to five years of experience working in a team-oriented event support environment.

  • Experience working with macOS, Microsoft Windows and Microsoft Office Suite Applications.

  • Intermediate knowledge with video production equipment.

  • Technical expertise in sound engineering techniques (equalization)

  • Experience with sound editing and recording equipment mixing consoles)

Preferred Competencies: (Skills, knowledge, and abilities)

  • Familiarity or experience working within a university environment.

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.