User Support Specialist (73L)

at Northwestern University in Evanston, Illinois, United States Job Description Apply for Job Job ID53376 LocationEvanston, Illinois Add to Favorite Jobs Email this

Job Department:

NUL IT Infrastructure Salary/Grade:

NEX/15

Job Summary:

Are you the kind of IT professional who sees a repetitive task and thinks "there's got to be a better way to do this"? Envision desktop support going beyond solving problems

• a place where technical skills blend with curiosity about what is possible with emerging tools.

Join a team where IT support meets innovation. The User Support Specialist role ensures library staff and patrons have the technology they need while finding ways to work smarter with innovative technologies and creative problem-solving. The position supports 650+ workstations across multiple campus locations, manages systems like OnBase and SharePoint, and provides crucial audiovisual support for library events and hybrid meetings. Responsibilities include helpdesk coordination and technology asset management alongside hands-on technical support. This work directly enables core library operations

• from public computing spaces to specialized research applications used by scholars worldwide. The role requires strong desktop support fundamentals: configuring workstations, resolving hardware and software issues, maintaining security and compliance, and keeping systems running smoothly. The ideal candidate demonstrates curiosity about how modern tools
• whether automation, AI assistants, or other emerging technologies
• can solve problems more efficiently or open new possibilities.

This position offers opportunities to expand technical skills while exploring emerging technologies that advance library services. Responsibilities balance daily support requests with team projects, contributing to how the team approaches technical challenges and helping maintain specialized systems that make library services work. This position offers meaningful work in a collaborative environment committed to innovation for technically proven professionals who prioritize user success and are energized by finding better ways to deliver support. The budgeted hourly rate for this position is $28.44. This position is in a bargaining unit represented by the Service Employees International Union (SEIU), Local 73. Northwestern University has provided a pay range representing its good faith estimate of what the university reasonably expects to pay for the position. The pay offered to the selected candidate will be determined based on factors including (but not limited to) the experience and qualifications of the selected candidate including years since terminal degree, training, and field or discipline; departmental budget availability; internal comparators; and external market pay for comparable jobs.

Specific Responsibilities:

Strategic Planning Find opportunities to streamline workflows and improve user efficiency through exploring emerging tools, automation possibilities, and innovative approaches to common challenges. Know the latest in support technologies, audiovisual systems, and efficiency tools, sharing discoveries and proposing small-scale pilots or experiments. Recommend process improvements based on recurring patterns in support requests and direct user feedback. Administration Support helpdesk operations by responding to incoming requests, resolving issues within scope, and coordinating with team members on complex problems. Contribute to project planning for technology initiatives, including timelines and success criteria. Support project execution to meet library operational goals. Create project documentation, conduct testing, oversee implementation, and evaluate outcomes for continuous improvement. Deliver training to individuals and groups on technology applications deployed across the libraries. Help maintain library technology assets including hardware inventory tracking, shared device fleet management (imaging, updates, loans), and equipment disposal coordination Development Support and optimize desktop computing environments (Windows and macOS), including installation, configuration, diagnosis, repair, maintenance, and upgrades to ensure reliable performance for both staff and public workstations. Partner with team members to deliver effective technology deployment and support, seeking more efficient approaches to routine tasks. Test, implement, and evaluate systems and services, documenting outcomes and lessons learned. Analyze and resolve complex endpoint technology issues using both time-tested methods and innovative diagnostic approaches. Test, maintain, and provide technical support for audiovisual equipment, hybrid... For full info follow application link. 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. To view full details and how to apply, please login or create a Job Seeker account