Distributed Support Specialist

Department:  IT Technology Support Services
Division: Information Technology (NUIT)
Requisition #: 12503
Location: Evanston
Full Time Percent: 100.00
Grade:ITS/75
Salary: TBD

Job Summary

Under direct supervision, the Distributed Support Specialist provides IT desktop support to University faculty and staff.  This position may manage a computing facility and be responsible for or assist in the development and delivery of training classes and documentation.  The Specialist is the designated technical expert for a specific hardware platform, software application or DSS customer.

Specific Responsibilities:

• Providing users installation, configuration and troubleshooting assistance for the Microsoft Office Suite and other desktop productivity applications such as Adobe Photoshop, Dreamweaver as well as core desktop operating systems including Microsoft Windows XP/Vista and Macintosh OS X (10.2 and greater);
  
• Working with clients on projects utilizing IT units 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;
  
• Managing a computer facility with responsibility for installing and maintaining computer hardware/software and networking equipment;
  
• Supporting IT unit troubleshooting/traige assistance to clients while improving personal knowledge of University applications; 
  
• Recommending solutions to general sofware/hardware problems encountered by clients;
  
• Assisting with the development, implementation and management of local IT plans;
  
• Performing other related duties as required or assigned.
  

Minimum Qualifications

• An associate's degree in 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' 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 XP/Vista and Mac OS X (10.2 and greater), as well as Microsoft Windows 2000 and 2003 Server operating systems;
  
• Excellent verbal and written communication skills, organizational skills, management of own time and respect for the time of others;
  
• Ability to establish and maintain respectful and effective relationships with management, co-workers and customers;
  
• Demonstrated familiarity with desktop computing and support environments and Internet utility software;
  
• Ability to act on own initiative to further organizational and University goals.
  

Preferred Qualifications

• A bachelor's degree in Computer Science or the equivalent combination of education and experience from which comparable knowledge and abilities can be acquired;
  
• Experience leading IT projects or managing a client/vendor relationship;
  
• Experience in manging desktop support for multiple clients;
  
• Experience with Dantz Retrospect, Microsoft WSUS, SMS and Symantec Antivirus Corporate Edition;
  
• Displayed enthusiasm for staying current on technical/professional information, identifying methods for improving work procedures or systems, soliciting feedback from customers, peers, or supervisors;
  
• Consistently builds collaboration by encouraging trust, mutual respect, and shared purpose among various participants in an engagement.
  

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

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