Application Support Specialist 2

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

Target hiring range for this position will be between $49,035-60,000 per year. 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:

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 estblished practices.
• Identifies and escalates medium-to-complex issues along existing escalation pathways as appropriate.

Miscellaneous

Perform other duties as assigned

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.

Benefits:

At Northwestern, we are proud to provide meaningful and competitive benefits. The available benefits package for this position will include health, dental, vision, disability, and life insurance; paid vacation and holidays; paid medical/sick and parental leave; tuition benefits for the employee and dependents; pre-tax and flex spending accounts for commuting and dependent care; generous retirement savings options; and wellness programs. For a comprehensive overview of available benefits, including eligibility details, 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.