Senior User Support Specialist

Job Summary:

The Sr. User Support Specialist leads the support and provisioning of hardware and software to support all NU Qatar campus activities; leads in the design and provision of media services, media editing and workflow technologies and voice/data/video integration for instructional and research purposes within NU-Q; oversees the management of help desk and contracted support to user departments. Defines the future vision of services; manages and supervises staff; supports the Director of IT NU-Q in administrative obligations to the University including budgeting, procurement, contract negotiation, and personnel evaluations and personnel actions.

Please note: This is an overseas position in Qatar, Middle East. All final candidates will undergo a comprehensive background check.

Specific Responsibilities:

  • Provides users installation, configuration and troubleshooting assistance for the Microsoft Office suite (including Word, Excel, Access and Powerpoint) and other desktop applications, such as Adobe CS4, Final Cut Pro as well as core desktop operating systems including the latest Microsoft and Apple operating systems.  Develops and supports the NU-Q computer labs including Final Cut Server. Develops workflow in partnership with faculty and production staff to support the academic requirements of the campuses media programs. Designs, deploys and manages a desktop backup strategy ensuring that desktops are backup’ed and recoverable. Designs and implements both imaging (pre deployment) desktop management solutions (post deployment) services, ensuring systems are patched and secured.
  • In concert with other NU-Q IT staff, coordinates and supports H.323 videoconference services and high-quality web streaming services for NU-Q faculty and students including room-based installations in classrooms and desktop-based services on faculty/staff workstations.   Supports faculty and staff use of room-based and desktop-based videoconference technologies.
  • Maintains an educated awareness of evolving information technologies through professional publications, outside contracts, and ongoing professional development.  Based on this knowledge, researches and proposes changes to network infrastructure, operating systems, and applications to ensure continuous operations, desired performance and service. Includes creation of project plans, testing, implementation, and evaluation of systems.
  • Designs and implements support structures and business processes that effectively deliver quality customer service to the NU-Q Community (faculty, staff, and students).
  • Creation and maintenance of user documentation.  Responsible for coordinating the training of end-users.
  • Performs other duties as assigned.

Minimum Qualifications:

  • Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's in computer science, engineering, science, or in a related field.
  • Minimum 5 years experience as an IT support person, and minimum 5 years experience as a project manager of a technical computing effort or an enterprise application. 
  • Demonstrated success in positively interacting successfully with customers. 
  • Excellent writing and spoken communication skills. 
  • Demonstrated leadership in projects that are designed for facilitating effective business practices, communications, distributed education, and video-rich collaboration activities.

Minimum Competencies: (Skills, knowledge, and abilities.)

  • Demonstrated technical ability to support Windows and Apple operating systems and associated programs to ensure the continued success of everyone at NU-Q.
  • Excellent staff management skills, including experience in staff selection and hiring, clear programs of staff development through training and mentoring, clear expression of expectations, goals, and timelines along with appropriate delegation and monitoring of staff progress, and justifiable disciplinary actions, including discharge.
  • Excellent oral and written communication skills, organizational skills, management of own time, and respect for the time of others.
  • Excellent public speaking ability.
  • Ability to collect, reviews, and manage necessary data to ensure customer service success.
  • Excellent planning and scheduling skills with the ability to be flexible and level-headed in the face of sometimes uncontrollable changes.
  • Demonstrated ability to effectively control and/or participate in multiple projects of varying priorities in a consistently professional manner.
  • Ability to anticipate IT topics of interest and prepare effective publicity and promotions to audiences with the assistance of others within the IT staff.
  • Ability to establish and maintain respectful and effective relationships with management, co-workers, customers, and other university peers.
  • Ability to work effectively with a range of responsible parties throughout the University, either as a project leader or as a team member, to advance projects to timely and successful completion.
  • Demonstrated ability to analyze problems from multiple points of view, to lead consensus building within groups with differing views, and to translate consensus into planned action.
  • Demonstrated familiarity with desktop computing and support environments and Internet utility software.
  • Ability to act on own initiative to further organizational and University goals.
  • Ability to collect, reviews, and manage necessary data to ensure customer service success.
  • Ability to work collaboratively within a team environment, being willing to assist in other areas of IT as required.

Preferred Qualifications:

  • Advanced degree preferred.
  • Past experience in university or highly-decentralized corporate environment is desirable, with career emphasis on planning and implementation of user centric media editing environments.

Preferred Competencies: (Skills, knowledge, and abilities)

  • Experience establishing, deploying, and managing a centrally controlled desktop environment.
  • Experience in conducting training workshops for necessary applications. 
  • Experience in conducting student training workshops for course management applications, media authoring applications, or newsroom applications.


Apply

Apply for this position

Applications must be sent through the Northwestern University eRecruit system. To find listings for the Qatar campus:

  1. Visit http://www.northwestern.edu/hr/careers/
  2. Click on the "External Applicants" link
  3. Select "Doha, Qatar" from the Primary Locations menu on the left

As per Northwestern University policy, this position requires a criminal background check. Successful applicants will need to submit to a criminal background check prior to employment.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes including veterans and individuals with disabilities.

Date Posted: April 5, 2017

Job ID: 30776