IT Support Specialist

IT Support Specialist

About the Opportunity

This job description is intended to describe the general nature and level of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

JOB SUMMARY

Reporting to the Director of Global IT Services, this position will be housed on sit at the Charlotte campus and will provide technical support to their campus and remote support to other global campuses.

The IT Support Specialist helps to oversee the local technology infrastructure to ensure seamless delivery of academic and administrative systems on campus. This role will provide technology support (in-person, electronically, or by phone), training, and consultation to faculty, staff, students, and partners at Northeastern, including computer, audiovisual, mobility, telephony, network connectivity, and various software applications.

Working with the Director of Global IT Services, the global campus IT team, and liaising with Boston-based information systems staff, the IT Support Specialist will provide troubleshooting and new technology implementations, perform technology upgrades, manage telephone programming and repairs, and maintain and track tech inventory.

The IT Support Specialist assists in managing all the campus technology equipment and resources. In addition to individual technology for faculty and staff, the position also manages printers, copiers, digital signage, and telephony on campus.

The IT Support Specialist must be adept and passionate about learning new technologies and services. They must be passionate about supporting customers. To ensure that essential services are provided to the university community, the IT Support Specialist will be required to work outside his/her regular working hours and on some university holidays.

MINIMUM QUALIFICATIONS

Experience providing support nursing educational environment or healthcare setting preferred but not required. Proficiency with support software such as SharePoint, and Microsoft Outlook and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration. ITIL, Mac, and Microsoft product certifications are a plus. A passion for providing an excellent end user experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. Familiarity with service desk applications and/or incident management environments desired. Excellent interpersonal, communication, and organizational skills are required. Knowledge and skills required for this position are normally obtained through a Bachelor's degree in Computer Science or a related area and at least 1-3 years of experience supporting connectivity, AV, personal computers, OS X and Windows desktops and laptops in an enterprise environment. A flexible schedule is a must as the work hours may include days in addition to evenings, holidays, and weekends.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

1) Campus Technology Support

• Coordinate setup, maintain, and track all technology equipment on
  
  campus. Manage asset disposition of old equipment. Assist in
  
  troubleshooting Tier I and Tier II issues and notification of enterprise
  
  problems at the regional campus.
  
  
• Help oversee campus technology including Internet, phone, digital signs,
  
  etc.
  
  
• Support all AV troubleshooting to include videoconferencing and
  
  audioconferencing room systems, projectors, digital screens, and other
  
  related equipment.
  
  
• Manage Husky ID Card machine, updates, and equipment upgrades.
  
  
• Manage employee and student (Papercut) printers on campus, warranties, updates, upgrades, and supplies, including leased MFDs.
• Thoroughly document all work completed into the appropriate call-tracking and incident management systems. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution.
• Provide on-site warranty evaluation and repairs on university owned equipment.
• Update Knowledge base as needed for new issues, new technologies and equipment plus fixes to support both technicians and self- service.
• Perform system maintenance and updates as appropriate.
  
  2) Faculty/Staff Support
  
  
• Provide faculty and staff with 1st and 2nd technology and
  
  telecommunications support, which includes: troubleshooting operating
  
  systems, applications, and network issues, answering questions
  
  regarding application use, and the installation of software.
  
  
• Provide support for global campus faculty/staff requests via email, Teams,
  
  or phone
  
  
• Setup, maintain, and track all faculty/staff technology on the regional
  
  campus, including computers, cellphones, iPads, printers and other.
  
  
• Image/reimage all campus computers, install updates and software.
  
  
• Advise faculty and staff on best practices, university policies, and
  
  process improvement.
  
  
• Develop and nurture relationships with faculty and staff to encourage
  
  technology use.
  
  
• Champion and train on new regional IT systems
  
  3) Classroom Support
  
  
• Overall Classroom support including assisting faculty and students with accessing applications and Northeastern wired and wireless networks.
  
  
• Setup of classroom technology and configuration for courses as well as special events.
  
  
• Document all issues addressed and follow all appropriate procedures established by Regional Campus ITS to provide ongoing feedback on all
  
  issues.
  
  
• Maintain all classrooms in working order and support streaming
  
  applications and events in all spaces
  
  4) Future Planning & Technology Evaluation
  
  
• Technology evaluation, consultation, project participation, and implementation. This entails project roll out including documentation, self-service, Service Desk, troubleshooting, analyzing initial feedback, and proactively analyzing effect of implementation on user community and environment from the Customer Services perspective.
  
  
• Initiate cross-departmental communication concerning current and future technology use, encourage exploration of technology options.
  
  
• Participate in planning and execution of support for special events.
  
  
• Train customers to operate and integrate technology equipment.
  
  
• Analyze new technologies and provide recommendations for further analysis and impact.
  
  Position Type
  
  Information Technology
  
  Additional Information
  
  Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.
  
  Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit www.northeastern.edu/benefits for more information.
  
  Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
  
  All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
  
  To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.
  
  
  To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Charlotte-NC/IT-Support-Specialist_R109735
  
  
  
  jeid-ae4c280d414d294691a7f4044ed95b2d