User Support Specialist Lead - Evanston, United States - Northwestern University

Northwestern University

Verified Company

Evanston, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Are you challenged and motivated by working with an ever-growing combination of new and immerging technologies? This position leads a team of desktop technicians responsible for solving client-computing problems while implementing new technologies for both library staff and patron services.

Partners with internal/external staff and vendors balancing the resolution of support tickets and day-to-day support with large-scale team projects and rollouts.

User Support Specialist Lead collaborates with library departments and Northwestern IT teams to address technology needs and develop strategies and to ensure technology needs are addressed promptly.

Partners with desktop team to research and evaluate user's needs. Lead IT projects related to desktop infrastructure upgrades and deployments.

Specific Responsibilities:

Strategic Leadership_
Partners with desktop team to research and evaluate user's needs.
Develops support strategies and plans to meet business goals and objectives.
Represents University Libraries on campus / NIT working groups and campuswide initiatives.
Evaluates current technologies and services and adjusts and reshapes team in pursuit of continual innovation and improved efficiencies.
Supervision_
Provides work direction and supervises team members.
Recommends staff hires/terminations. Writes position descriptions; leads recruiting process.
Lead IT projects related to desktop infrastructure upgrades and deployments ensuring timelines, work and expectations are met.
Facilitates internal and external communications.
Identifies team training needs. Coaches and mentors' staff.
Administration_
Coordinates the creation of documentation of support processes and IT knowledge base articles.
Maintaining hardware and software inventory, ensuring adequate resources for support activities.
Works with Library IT director and NU procurement, vendors, and NU OGC on new vendor contracts and service maintenance renewals.
Supervises purchasing IT equipment and software including maintenance agreements.
Assists with budgetary plans for library technology including replacement of computers and software and recommendations for annual planning/budget.
Communicates with Library staff concerning changes to public and staff computers to better educate and support technology.
Leads team to review problems and deliver solutions to technology issues, questions, and inquiries
Development_
Drives continuous improvement by identifying innovative approaches, seeking input from staff, and engaging with customers.
Leads team to address, diagnose, and resolve sophisticated enduser device incidents and problems through desktop support services and remote support, where appropriate.
Leads team providing technical support to endusers, ensuring timely resolution of issues and requests. and maintain effective support levels.
Provides technical support for desktop computers including imaging and deployment.
Coordinates team support for library classrooms, labs, and public technologies including Maker Space, Video studio, and printing.
Leads system and platform architecture design / planning sessions and documentation.
Performance_
Reviews and optimizes desktop support processes to enhance efficiency and customer satisfaction.
Reviews tickets to identify trends and common issues to improve user experience, avoid incidents and reduce future ticket volume.
Improves desktop infrastructure and services through the development and implementation of policies and procedures.
Monitors emerging technologies and industry trends and standard processes.
Directs staff developing enduser training to enhance technical skills and knowledge.
Follows up to ensure problem resolution and develops supporting documentation of all activities.
Miscellaneous_

Performs other duties as assigned.

Minimum Competencies:
(Skills, knowledge, and abilities.)

Preferred Qualifications:

Demonstrated commitment to diversity, equity, inclusion, and accessibility

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Benefits:

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_ Work-Life and Wellness:

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

_ Professional Growth & Development:

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Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness.

More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today._