IT Support Specialist

About the Opportunity

Job Summary

Reporting to the Director of Global IT Services, this position will be housed on the Arlington campus, and 100% on-site. They will provide technical support to their campus and remote support in conjunction with the Global IT team to Northeastern’s global campuses.

Working with the Global IT team, and the larger Information Technology Services department, the IT Support Specialist will oversee the local technology infrastructure to ensure seamless delivery of academic and administrative systems on campus.

This role will manage and provide technology support (in-person, electronically, or by phone), training, and consultation to faculty, staff, students, and partners at Northeastern, including computer, audiovisual, mobility, printing, network connectivity, and various software applications.

The IT Support Specialist provides coordination and support for events and all campus audiovisual equipment. This includes training and working with faculty for classroom technology.

In addition, the IT Support Specialist will serve as a representative on the Information Security Committee. They will help to ensure that information security measures are taken into consideration for any unique needs of the campus.

The IT Support Specialist must be adept and passionate about learning new technologies and services. As a member of the Global IT team, they will be responsible for supporting enterprise systems including services such as digital signage that are managed by Global IT.

Regrettably, the university is unable to work sponsor for this role, now or in the future.

Required Qualifications

The ideal candidate should have a Bachelor’s degree in Computer Science or a related area and possess 2 4 years of experience.

Experience supporting connectivity, AV, personal computers, OS X and Windows desktops and laptops in an enterprise environment.

Experience with support software such as SharePoint, and Microsoft Outlook and other Microsoft applications as well as a portfolio of software applications for both personal productivity and collaboration.

ITIL, Mac, and Microsoft product certifications are a plus.

A passion for providing an excellent end user experience is required. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service.

Familiarity with service desk applications and / or incident management environments desired. Excellent interpersonal, communication, and organizational skills are required.

A flexible schedule is a must as the work hours may include days in addition to evenings, holidays, and weekends.

Preferred Qualifications

Be knowledgeable of information security best practices, trends, and relevant frameworks in accordance with applicable NEU policies, programs, technical standards, and initiatives.

An example framework is NIST 800-171

Previous experience with supporting academic researchers a plus.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

1. Campus Technology Support

Coordinate setup, maintain, and track all technology equipment on the Seattle campus. Manage asset disposition of old equipment.

Assist in troubleshooting Tier II and Tier III issues and notification of enterprise problems at the Arlington campus.

• Help oversee campus technology including Internet, phone, digital signs, etc.
• Support all AV troubleshooting to include videoconferencing and audioconferencing room systems, projectors, digital screens, and other related equipment.
• Manage Husky ID Card machine, updates, and equipment upgrades.
• Thoroughly document all work completed in the enterprise ticketing system, ServiceNow.
• Overall Classroom support including assisting faculty and students with accessing applications and Northeastern wired and wireless networks.
• Setup and support of classroom technology, select teaching software and events.
• Manage employee and student (Papercut) printers on campus, warranties, updates, upgrades, and supplies, including leased MFDs

2. Faculty / Staff Support

• Provide faculty and staff with 1st and 2nd technology support, which includes : troubleshooting operating systems, applications, and network issues, answering questions regarding application use, and the installation of software.
• Champion and train on new and existing IT systems
• Provide support for global campus faculty / staff requests via email, Teams, or phone
• Setup, maintain, and track all faculty / staff technology on the Seattle campus, including computers, cellphones, iPads, printers and other.
• Image / reimage all campus computers, install updates and software.
• Advise faculty and staff on best practices, university policies, and process improvement.
• Develop and nurture relationships with faculty and staff to encourage technology use.
• Champion and train on new regional and enterprise IT systems

3. Global IT Liaison

• Actively promote global security awareness program
• Act as central point of contact for Information security incidents or compliance alerts.
• Provide feedback to ITS-OIS staff on information security improvements.
• Ensure that internal information security measures take into consideration any unique data or research needs of the represented global campus location.
• Aid in the selection and development of improved security solutions and services.
• Serve as representatives on the Information Security Committee.
• Periodically reporting campus security status and compliance with relevant policies and standards
• Be knowledgeable of information security best practices, trends, and relevant frameworks in accordance with applicable NEU policies, programs, technical standards, and initiatives. NIST 800-171

4. Enterprise and Global IT Software Service Management

• Discovery, scoping, implementation, and management for campus specific software solutions
• Administration of Global IT managed enterprise systems including user creation, license number compliance, and consultation on using additional features
• Ensuring best practice utilization by working with end users
• Vendor management for Global IT SaaS products

5. Future Planning & Technology Evaluation

• Technology evaluation, consultation, project participation, and implementation. This entails project roll out including documentation, self-service, Service Desk, troubleshooting, analyzing initial feedback, and proactively analyzing effect of implementation on user community and environment from the Customer Services perspective.
• Initiate cross-departmental communication concerning current and future technology use, encourage exploration of technology options.
• Participate in planning and execution of support for special events.
• Train customers to operate and integrate technology equipment.
• Analyze new technologies and provide recommendations for further analysis and impact.

Position Type

Information Technology