Application Support Spec 2

Department: IT Technology Support Svcs
Salary/Grade: NEX/14

Job Summary

Diagnoses and resolves medium-complexity technical issues for students, faculty, researchers, alumni, and staff related to Northwestern's enterprise applications and services. Provides first-level support for identity and access management issues. Troubleshoots and resolves technical issues with campus network connectivity issues including WiFi and VPN configuration. Participates in the review and development of support processes and documentation. Provides first-level support during major changes to enterprise applications and services. Activates escalation pathways to second or third level support for complex issues. May coordinate small projects.

Specific Responsibilities:

Strategic Planning

• Identifies support issue trends for review by senior staff
• Recommends changes to processes to increase efficiency and effectiveness of teams and applications.
• Recommends changes to unit practices and procedures to improve service levels and customer experience.

Administration

• Documents activities, events and materials used in troubleshooting and support activities.
• Participates in the testing of knowledge base articles
• Tests and provides feedback on recommended technical support practices for new applications and services and/or major changes to existing applications and services

Performance

• Provides troubleshooting/triage assistance to end users in a courteous and professional manner for in-person, phone, and email requests.
• Recommends solutions to general problems, questions, and inquiries encountered by clients according to established practices.
• Identifies and escalates medium-to-complex issues along existing escalation pathways as appropriate.

Minimum Qualifications: (Education, experience, and any other certifications or clearances)

• Successful completion of a full 2-year course of study in an accredited college or university leading to an associate's or higher degree; OR appropriate combination of education and experience.
• 2-3 years experience in application support, technical support, user support, or other support in an information technology environment required.

Target hiring range for this position will be between $25.05 to 29.74 per hour. 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.

Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! 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 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.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.