IT Support Services Specialist

Department: IT Technology Support Services
Division: Information Technology (NUIT)
Requisition #: 11335
Location: Evanston
Full Time Percent: 100.00
Grade: ITS / 74
Salary: TBD

Job Summary

Under direct supervision, the IT Support Services Specialist is responsible for the implementation of customer requests for communications services. The incumbent must understand customer needs and submit accurate work orders. The position provides general IT consulting support to the University community. The position also provides in-depth support for NetIDs and passwords. The candidate must be able to work on either the Chicago or Evanston campus.

Specific Responsibilities

• Addressing customers' telecommunications needs and explaining appropriate NUIT services;
• Providing customers with solutions in written format, generally via e-mail attachments;
• Engaging in call center conversations with customers regarding NUIT services or orders;
• Educating customers regarding NUIT services, procedures, and processes;
• Updating internal documentation as necessary;
• Assisting in the updating of Web-based information pertaining to telecommunications, network services, NetIDs, e-mail accounts, etc.;
• Initiating the internal transactions to implement a customer order, including analysis of the requirements, verification of financial responsibility, updates to NUIT systems, scheduling and coordination of orders, and acting as a liaison with the customer;
• Submitting accurate orders in NUIT's systems and databases in a timely manner;
• Providing in-depth technical support of e-mail accounts and identity management, including developing documentation and working with NUIT Information Systems Architecture to troubleshoot problems; Responding to e-mail and fax queries about NetIDs;
• Staffing the Chicago support desk two days per month;
• Providing one-on-one training/consulting to departmental representatives on NetID management and/or identity management;
• Providing triage/troubleshooting assistance to staff and faculty while improving personal knowledge of University applications;
• Recommending solutions to general software/hardware/network problems encountered by customers;
• Entering or modifying programming information in the phone switch or voice mail system as necessary to process orders or troubleshoot problems;
• Collaborating with other IT professionals including, but not limited to, working with NUIT billing department to make adjustments to customer bills if necessary, extensive contact with NUIT's telecommunications and network services engineers and technicians regarding customer requests and orders, and occasional technical contacts with vendors, suppliers, and other service providers;
• Maintaining regular contact with calling card provider;
• Performing other related duties as required or assigned.

Minimum Qualifications

• A bachelor's degree, or the equivalent customer service or help desk experience in an information technology environment;
• At least two years' experience in a professional information technology environment, in customer support, consulting, help desk or call center areas;
• Demonstrated customer focus and problem solving skills;
• Strong interpersonal, communication and organizational skills.

Preferred Qualifications

• Past experience in a university or highly decentralized corporate environment;
• Basic programming knowledge of Nortel phone switches (Servord, OSSGate); Avaya Octel Aria voice mail system; and Visual Basic.

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

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