User Support Specialist

Department:  IT Technology Support Services
Division: Information Technology (NUIT)
Requisition #: 12756
Location: Evanston
Full Time Percent: 100.00
Grade:ITS/75
Salary: TBD

Job Summary

Under direct supervision, the User Support Specialist is responsible for providing end-user support for enterprise software.

Specific Responsibilities:

• Providing in-depth technical support of enterprise software, including working with relevant NUIT and FMS staff to troubleshoot problems;
  
• Engaging in call center conversations with customers regarding problems or issues using enterprise software;
  
• Logging calls and solutions into Remedy Action Request System;
  
• Collaborating with others within and outside of NUIT to resolve issues that cut across functional lines;
  
• Working on group or individual activities such as developing end-user documentation and online FAQs and updating internal documentation;
  
• 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;
  
• Collaborating with other professionals including, but not limited to, functional support analysts and business process owners toward the support of enterprise software; Attending training sessions and meetings regarding updates and/or enhancements to enterprise software;
  
• 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 or the equivalent combination of education and experience from which comparable knowledge and abilities can be acquired;
  
• At least two year's work experience in a professional information technology environment, in customer support, consulting, help desk or call center areas;
  
• Excellent verbal and written communication skills;
  
• Excellent customer service skills;
  
• Effective time management skills;
  
• Good knowledge of accounting principles;
  
• Strong organizational skills with a clear understanding of meeting deadlines;
  
• Strong planning and scheduling skills with the ability to be flexible based on uncontrollable changes;
  
• Ability to explain technology and technical solutions to problems to non-technical customers;
  
• Strong analytical and troubleshooting skills;
  
• Technical knowledge of e-mail and Internet services;
  
• Demonstrated proficiency with Internet applications, including e-mail clients and web browsers;
  
• Ability to act on own initiative and establish maintain effective relationships with management, co-workers and customers;
  
• Ability to maintain composure and work effectively in a pressure setting;
  
• Strong desire to work in a customer service environment;
  
• Strong desire to develop and grow in knowledge and experience;
  
• Demonstrated proficiency with Microsoft Windows XP, Microsoft Office and Mac OS X.
  

Preferred Qualifications

• Past experience in a university or highly decentralized corporate environment;
  
• Working knowledge of ERP systems, preferably PeopleSoft Financials;
  
• Functional knowledge of sponsored research administration;
  
• Functional knowledge of accounting, budgeting, procurement, or facilities management operations;
  
• Experience using the Remedy Action Request System.
  

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

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