Distributed Support Specialist

Department: Technology Support Services
Division: Information Technology (NUIT)
Requisition #: 10980, 11167
Location: Chicago
Grade: ITS 75
Salary: TBD

Job Summary

Under direct supervision, the Distributed Support Specialist provides IT desktop support to University faculty and staff. May manage a computing facility. May be responsible for or assist in the development and delivery of training classes and documentation. May be the designated technical expert for a specific hardware platform, software application or DSS customer. May direct small projects. Other duties as assigned.

Specific Responsibilities:

• Providing users with installation, configuration and troubleshooting assistance for the Microsoft Office Suite and other desktop productivity applications such as Adobe Photoshop, Dreamweaver and core desktop operating systems including Microsoft Windows XP, Macintosh OS X, and Linux;
• Working with clients on projects utilizing IT unit systems to meet specific client goals;
• Maintaining hardware and software inventories and documentation and assisting in the creation of hardware replacement lifecycle plan for departments;
• Assisting with the development, implementation and management of local IT plans;
• Managing a computer facility and installing and maintaining computer hardware/software and networking equipment;
• Supporting the IT unit and providing troubleshooting/triaging assistance to clients while improving personal knowledge of University applications;
• Recommending solutions to general software/hardware problems encountered by clients;
• Performing other related duties as required or assigned.

Minimum Qualifications

• An associate's degree in an analytical field, or the equivalent combination of education, training and experience (in an appropriate Information Technology environment) from which comparable skills can be acquired;
• 2+ years of experience in desktop support in a professional information technology environment;
• Demonstrated in-depth knowledge and experience with one or more selected computing platforms or network environments, including Windows 2000, Windows XP, and Mac OS X, as well as Microsoft Windows 2000 and 2003 Server Operating Systems;
• Good communication, organization and customer service skills.

Preferred Qualifications

• A bachelor's degree in Computer Science;
• Experience leading IT projects or managing a client/vendor relationship;
• Experience managing desktop support for multiple clients;
• Experience with Dantz Retrospect, Microsoft WSUS, SMS and Symantec Antivirus Corporate Edition;
• Good analytical skills.

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Northwestern University is an equal opportunity, affirmative action educator and employer.

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