Application Support Specialist 2

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

About the role

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.

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.
• Miscellaneous
  • Perform other duties as assigned