Associate Technical Services Analyst

Department: IT Technology Support Services
Division: Information Technology (NUIT)
Requisition #: 13802
Location: Evanston
Full Time Percent: 100.00
Grade: ITS / 77
Salary: TBD

Job Summary

The Associate Technical Services Specialist handles various application administrative duties including end user setup and support related to NU collaboration services.  This position recommends standard policies and procedures for providing routine service. This position also assists with maintaining systems, programming, and operations documentation, procedures, and methods including user manuals and reference manuals.  In addition, the Associate Technical Services Specialist acts as the interdepartmental interface between the user and systems programming and operations.

Specific Responsibilities

• Leading or coordinating the creation of detailed business documentation and system support materials for NU Collaboration services as assigned;
  
• Assisting with overall deployment activities related to NU Collaboration services; Administering and maintaining specific TSS business systems as assigned including but is not limited to email, calendar, and other collaborative services;
  
• Providing second level support to NUIT customers as requested; 
  
• Recommending solutions to general software/hardware problems encountered by clients on an as-needed basis;
  
• Managing all assigned projects in a professional manner;
  
• Developing and maintaining web pages and/or user documentation for hardware and software as assigned;
  
• Assisting with evaluating hardware and/or software products to determine if these should be recommended and/or supported based on requirements documents;
  
• Pursuing professional development opportunities to stay current with project management and IT trends;
  
• Performing other related duties as required or assigned.
  

Minimum Qualifications

• A bachelo's degree in computer science, MIS, or a related field or the equivalent combination of education or training and experience from which comparable skills can be acquired;
  
• Minimum of four to six years of experience in a computing function with duties in one or more of project management, training, technical support, or customer service, preferably within higher education; 
  Track record of increasing responsibility and leadership;
  
• Proven experiences supporting enterprise email and/or calendar technologies (e.g. Oracle Collaboration Suite, Zimbra, Exchange, etc.);
  
• Demonstrated familiarity with desktop computing environments for both Windows and Mac platforms and Internet utility software;
  
• Demonstrated ability to effectively control and/or participate in multiple projects of varying priorities in a consistently professional manner;
  
• Excellent planning and scheduling skills with the ability to be flexible and graceful in the face of sometimes uncontrollable changes;
  
• Excellent verbal and written communication skills, organizational skills, management of own time, and respect for the time of others;
  
• Excellent public speaking ability;
  
• Ability to establish and maintain respectful and effective relationships with management, co-workers and customers;
  
• Ability to work effectively with a range of responsible parties throughout the University, either as a project leader or as a team member, to advance projects to timely and successful completion;
  
• Demonstrated ability to analyze problems from multiple points of view, to lead consensus building within groups with differing views, and to translate consensus into planned action;
  
• Ability to act on own initiative to further organizational and University goals.
  
• Preferred Qualifications
• Past experience in university or highly-decentralized corporate environment is desirable, with career emphasis on planning and implementation of large, multi-divisional product launches.
  

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

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