Department: Alumni Relations & Development
Salary/Grade: NEX/15
Target hiring range for this position will be between $27.50 - $30.65 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.
Job Summary:
The Technical Support Specialist delivers expert support for workplace endpoint technologies, ensuring reliable performance and a seamless user experience. This role is responsible for installing, configuring, and maintaining hardware and software systems, while diagnosing and resolving technical issues using advanced troubleshooting techniques and diagnostic tools. The specialist partners with peers and end users to coordinate routine projects, optimize workflows, and uphold service excellence. Additionally, this position enforces policies, procedures, and standards to align with organizational goals and industry best practices, contributing to a secure and efficient IT environment.
Description of workplace endpoint technology: 300+ laptops, desktops, and tablets with a mix of Windows and macOS operating systems. Peripherals and conference room equipment to support 285 staff. Training room equipment including laptops, projectors, cameras, and audio equipment.
Please note: Hybrid schedule with required onsite days.
Specific Responsibilities:
Strategic Planning
- Assists in the creation of workplace endpoint technology initiatives.
Administration
- Recommends modification of practices and procedures to increase effectiveness or efficiency.
- Collaborate with users to implement projects that leverage IT systems and tools.
- Authors Scopes of Work for small projects.
- Creates and maintains user documentation
Development
- Installs, repairs, and adjusts workplace endpoint technology using standard tools and test equipment while following established procedures.
- Performs such tasks as imaging devices, replacing hardware components, deploying new equipment, and participating in team projects.
- Performs routine preventive maintenance tasks in accordance with established practices.
Performance
- Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices
Miscellaneous
Performs other duties as assigned.
Minimum Qualifications:
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 years IT, CS user support or other relevant experience required.
Familiarity with enterprise collaboration tools (e.g., Microsoft 365, Zoom).
Infrastructure
Analytical
critical thinking
decision making
judgment
problem solving
Troubleshooting
Project
Minimum Competencies: (Skills, knowledge, and abilities.)
Proven expertise in hardware and software diagnostics and troubleshooting
Excellent customer service and communication skills for technical and non-technical audiences.
Ability to work autonomously while thriving in collaborative team environments
Strong written and verbal communication skills for clear and professional interactions
Effective time management with adaptability to shifting priorities
Attention to detail ensuring accuracy and quality in all deliverables
Adaptability and willingness to learn new technologies.
Preferred Qualifications:
Relevant certifications (CompTIA A+, Network+, Microsoft, Apple)
Prior experience in a technical support or IT service environment.
Preferred Competencies: (Skills, knowledge, and abilities)
Advanced proficiency in hardware and software troubleshooting across diverse platforms
Experience delivering exceptional customer support in high-volume or complex environments
Demonstrated ability to lead initiatives or mentor team members while fostering collaboration
Strong technical documentation skills and ability to communicate complex concepts clearly
Proven track record of managing multiple priorities under tight deadlines with flexibility
Commitment to quality assurance with a focus on process improvement and accuracy
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 University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern's non-discrimination statement. 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. View additional information on the accommodations process.
Northwestern University
$27.50 - $30.65 / hr
Jan 15, 2026