Senior Technical Support Specialist, Research

Senior Technical Support Specialist, ResearchThis position is responsible for the management, coordination, and support of IT systems within academic research areas of the University, alongside team members and campus partners. The role provides standard support for staff and faculty - primarily in research core and center facilities - and their devices. The Senior Technical Support Specialist, Research ensures research-related IT systems and services are reliable, secure, and supportable. Your efforts will take place primarily in research facilities, including research cores, centers, and other laboratory and administrative areas. The role supports critical research facilities at Northwestern, providing support to improve data security and support facilities requiring adherence to data regulations (CUI/NIST 800-171, HIPAA, FISMA, etc.) per defined standards. This is an exciting opportunity to work directly with partners across campus and with research facility staff and faculty. This role ensures that configuration of IT items in their assigned areas meet or exceed institutional, research, data management, and IT security standards. You will identify potential modifications to IT systems, processes, and services to solve complex research support. This position acts as the primary support conduit in partnership with other University units, including endpoint platforms, research data management, information security, vendor specialists, school and college IT units, and appropriate university departments.Specific Responsibilities:Strategic Planning: Recommends, plans, and implements administrative and research-based technology initiatives for endpoints, research IT devices, and associated research data workflows.Administration: Documents IT inventory, data workflow, and unique research and business needs for assigned areas/departments. Reviews user requests, identifies objectives and develops proposals including cost and schedule estimates to meet needs. Manages and coordinates projects collaboratively with internal/external clients to meet specific client goals. Coordinates and delivers training for departmental staff, faculty, and other users. Develops and delivers technical presentations, educational and training materials.Development: Coordinates projects partnering with users to deliver optimum service in regard to installation, maintenance, and integration of standard endpoint technology within the academic and research contexts Tests, implements, and evaluates systems and service results.User Support: Provides an advanced level of troubleshooting support in response to complex problems, questions and inquiries. Provides endpoint support and management for non-standard workstations found in research facilities, such as lab instrument-attached workstations, outdated operating systems, etc., which require additional network controls and controls. Secure endpoints per regulated data standards, when required, per defined templates and controls. Work with partners when new solutions must be developed to adhere to data security requirements. Support MS, Mac, and Linux OS endpoints, and work with partners for larger scale servers, such as small high-performance compute clusters, hosting servers, etc.Oversight and Direction: Provides work direction and/or supervises staff such as team members, subordinates, contractors, vendors, students, etc. Recommends staff hires/terminations. Manages projects ensuring timelines and deliverables are met and meet expectations.Miscellaneous: Performs other duties as assigned.Minimum Qualifications (Education, Experience, Certifications, Skills): Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree; OR appropriate combination of education and experience. 5 years' experience in technical support, or user service, in an information technology environment or other relevant experience required. Work history demonstrating increasing levels of responsibility and leadership. Experience as both an end-user and administrator in service areas such as user support, desktop support, help desk management, and documentation or other relevant experience 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. Northwestern University