User Support Specialist

Job Summary:

The User Support Specialist provides the majority of the day-to-day support for technology services at NU-Qatar for the teaching mission.  The primary services areas supported by this support specialist are  (1) Student, Faculty and Staff computer support; including both operating system and application support. (2) NU Qatar smart classroom support, (3) NU Qatar teaching lab support, and (4) NU Qatar learning systems support, primarily Course Management System and its related applications.  This support specialist also provides classroom support for videoconferencing, and assists with personal videoconference services for NU-Qatar staff (in concert with other NUIT Qatar staff from the networking and user support office).

Specific Responsibilities:

  • Supports desktop applications for both the teaching and administrative needs of the NU-Q community. Applications include, Microsoft Office Suite, Adobe Creative Suite, and Final Cut Pro. In addition, supports digital learning services for NU Qatar faculty and students.  Provides training and daily support for 1) the Blackboard Academic Suite (for primary course site services), including distribution of course materials, provisioning of discussion forums, and use of Blackboard Gradebook; 2) social applications (e.g. NUblog, NUwiki) for courses;  and 3) Depot file services.
  • Provides day-to-day support for a Macintosh-based computer lab for instruction with Final Cut Pro, Adobe Creative Suite, and Flash software applications for creation of video segments, audio clips and web based communications at NU-Q.  Provides day-to-day support for laptop-based and PC classroom activities, including shared network file services across both Windows and Apple operating systems. Assists in the support of administrative desktop and laptop systems.
  • Provides day-to-day support for NU Qatar smart classrooms, coordinates smart classroom technology improvements to conference rooms, seminar rooms, classrooms and auditoriums in Qatar.
  • Supports faculty and staff use of room-based and desktop-based videoconference technologies.   Works under the direction of the Sr. User Support Specialist and the Sr. Networking Services Engineer to develop, design and deploy new videoconference services at NU Qatar.
  • Performs other duties as assigned.

Minimum Qualifications:

  • Bachelor’s degree in computer science, engineering, science, communications, journalism or in a related field.
  • Minimum 5 years’ experience as faculty support person in a university setting and minimum 2 years’ experience as a project manager of a technical computing effort. 
  • Experience in interacting successfully with faculty and students.
  • Experience in training students or staff in a university or corporate setting. 
  • Excellent writing and spoken communications skills. 
  • Demonstrated leadership in projects that are designed for distributed education, media production activities, or course management services.

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

  • Demonstrated experience setting up, maintaining, and troubleshooting desktop and laptop computers in the latest Windows and Apple environments.
  • Academic computing lab planning, operations and server administration experience for Mac OSX environments.  Experience with digital media authoring applications (Final Cut Pro, or similar) and technical support and administration of media workstations.
  • User and classroom support of H.323 videoconference technologies and H.239 data/application sharing.  User support of A/V technologies (projector and LCD display), A/V control system technologies, and videoconference rooms.
  • User support of the Blackboard course management system (Version 8.x) or a similar course management/content management system
  • Previous experience with technical support of faculty in an instructional environment.
  • Ability to work collaboratively within a team environment, being willing to assist in other areas of IT as required.

Preferred Qualifications: 

  • Advanced degree preferred.
  • Apple Mac Repair Certification preferred.

Preferred Competencies:

  • Experience in managing university computing labs.
  • Experience in conducting faculty training workshops for instructional or publishing applications.
  • Experience in conducting student training workshops for course management applications, media authoring applications, or newsroom applications.


Apply for this position 

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

  1. Visit
  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: December 10, 2017

Job ID: 32396