Edtech.com's Summary

Northwestern University is hiring a Senior Technical Support Specialist, Research to keep IT systems reliable and secure across research cores, centers, and laboratories. The specialist supports faculty and staff devices, including instrument-attached workstations and older operating systems that need extra network controls. Working with endpoint platform, research data management, and information security teams, the role secures systems to regulated-data standards such as CUI/NIST 800-171 and HIPAA.

Highlights

Troubleshoot complex endpoint problems and inquiries for faculty and staff working in research core and center facilities.
Manage non-standard workstations such as lab instrument-attached computers and outdated operating systems that require added network controls.
Secure endpoints to regulated-data standards including CUI/NIST 800-171, HIPAA, and FISMA using defined templates, and work with partners when a new solution is needed.
Support Windows, Mac, and Linux endpoints and coordinate with partners on larger systems such as small high-performance compute clusters and hosting servers.
Document IT inventory, data workflows, and the research needs of each assigned area, then recommend changes after analyzing lab technology infrastructure.
Review user requests and write proposals with cost and schedule estimates, then manage the resulting projects with internal and external clients.
Train departmental staff and faculty and prepare technical presentations and training materials.
Direct the work of team members, contractors, vendors, and students and recommend staff hires.
Hold a bachelor's degree or an equivalent combination of education and experience, plus five years in technical support or user service within an IT environment, such as desktop support or help desk management.
The target hiring range is $80,300 to $110,000 per year.

Senior Technical Support Specialist, Research Full Description

Department:

IT Research Computing Services

Salary/Grade:

ITS/79

Target hiring range for this position will be between $80,300-110,000 per year. Offered salary will be determined by the applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data

Job Summary:

This position is responsible for the management, coordination, and support of IT systems within academic research areas of the University, alongside team members and campus partners. The role provides standard support for staff and faculty - primarily in research core and center facilities - and their devices. The Senior Technical Support Specialist, Research ensures research-related IT systems and services are reliable, secure, and supportable. Your efforts will take place primarily in research facilities, including research cores, centers, and other laboratory and administrative areas. The role supports critical research facilities at Northwestern, providing support to improve data security and support facilities requiring adherence to data regulations (CUI/NIST 800-171, HIPAA, FISMA, etc. ) per defined standards. This is an exciting opportunity to work directly with partners across campus and with research facility staff and faculty.

This role ensures that configuration of IT items in their assigned areas meet or exceed institutional, research, data management, and IT security standards. You will identify potential modifications to IT systems, processes, and services to solve complex research support. This position acts as the primary support conduit in partnership with other University units, including endpoint platforms, research data management, information security, vendor specialists, school and college IT units, and appropriate university departments.

*Note: Not all aspects of the job are covered by this job description.

Specific Responsibilities:

Strategic Planning

Recommends, plans, and implements administrative and research-based technology initiatives for endpoints, research IT devices, and associated research data workflows.
Analyzes user and lab technology infrastructures and recommends or coordinates remedial changes as necessary

Administration

Documents IT inventory, data workflow, and unique research and business needs for assigned areas/departments.
Reviews user requests, identifies objectives and develops proposals including cost and schedule estimates to meet needs.
Manages and coordinates projects collaboratively with internal/external clients to meet specific client goals.
Coordinates and delivers training for departmental staff, faculty, and other users.
Develops and delivers technical presentations, educational and training materials.

Development

Coordinates projects partnering with users to deliver optimum service in regard to installation, maintenance, and integration of standard endpoint technology within the academic and research contexts
Tests, implements, and evaluates systems and service results.

User Support

Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries.
Provides endpoint support and management for non-standard workstations found in research facilities, such as lab instrument-attached workstations, outdated operating systems, etc., which require additional network controls and controls.
Secure endpoints per regulated data standards, when required, per defined templates and controls. Work with partners when new solutions must be developed to adhere to data security requirements.
Support MS, Mac, and Linux OS endpoints, and work with partners for larger scale servers, such as small high-performance compute clusters, hosting servers, etc.

Oversight and Direction

Provides work direction and/or supervises staff such as team members, subordinates, contractors, vendors, students, etc
Recommends staff hires/terminations.
Manages projects ensuring timelines and deliverables are met and meet expectations.

Miscellaneous

Performs other duties as assigned.

Minimum Qualifications (Education, Experience, Certifications, Skills)

Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience.
5 years' experience in technical support, or user service, in an information technology environment or other relevant experience required.
Work history demonstrating increasing levels of responsibility and leadership.
Experience as both an end-user and administrator in service areas such as user support, desktop support, help desk management, and documentation or other relevant experience required.

Preferred Qualifications (Education, Experience, Certifications, Skills)

Master’s degree in information technology, information systems or proven equivalent experience at a large educational research institution.
2+ years of experience leading or guiding individuals to deliver it support to a diverse group of customers that includes executives.
5 years’ experience in consulting, project management, training, technical support or user service, in an information technology environment.
Work history demonstrating increasing levels of responsibility and leadership.
Experience working in cross-team efforts, requiring regular collaboration, coordination, and communication.
Experience as both an end-user and administrator in service area such as support, desktop support, help desk management and documentation or other relevant experience required.
Demonstrable ability to write and assess requests for proposals (RFPs), service level agreements (SLAs) and related documentation.

Benefits:

At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parental leave; tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:

Northwestern offers comprehensive programs and services to help you and your family navigate life’s challenges and opportunities and adopt and maintain healthy lifestyles.

We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:

Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you’re interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance.

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