Lead Technical Support Specialist - Executive Programs

Department: Kellogg Information Systems Salary/Grade: ITS/79 Job Summary: Kellogg Information Systems support team prides itself on delivering a high-quality experience for faculty, staff, and students to educate and learn. We seek a motivated and committed individual to lead our AV support team in supporting audio-visual needs for classrooms, dining spaces, and study group rooms in the Allen Center. This Technical Support Specialist will work with program administrators, renowned faculty, and dedicated operations staff to deliver the best experience for our constituents.

The Kellogg School of Management offers two Executive Programs: Executive Education, delivering leadership education and continuing professional development for non-degree programs, and Executive MBA for students wanting a master's degree from a global leader in management education. These programs are on the Evanston Campus in the Allen Center, a residential executive conference center that operates seven days a week, 24 hours a day. This leadership role is essential for maintaining and enhancing the quality of education and presentations within the Kellogg Executive Program.

It requires strong project management, technical expertise, adherence to standards, and a commitment to providing a top-notch learning and presentation experience for all involved stakeholders. Leads frontline AV support and projects designed to accomplish Kellogg's Executive Programs area's systems requirements in regard to workplace endpoint technology. Develops, schedules and coordinates activities ensuring adherence to NU standards and information systems goals and objectives.

Coordinates and ensures completion of contracted work. Oversees staff, completing orders and repairs on a daily basis per university standards. The role requires skills and experience in leadership, project management, Technical Support, media and production delivery, interactive technology and collaboration, content sharing and accessibility, training and consultation, quality control and adherence to standards, and collaboration and customer service.

Please enter description of workplace endpoint technology: Classroom technology which includes projectors, document cameras, resident computer, audio amplifiers, microphones, podium control panel, video processor, audio mixers, and audio and video transmitters and receivers. Technology for collaboration spaces (conference rooms, seminar rooms, video studio, and study group rooms) which include tools (software and hardware) for conferencing (Video, web etc.), telepresence, and livestreaming. Technology for lecture capture services which includes cameras, multi-channel recorders, microphones, lighting and storage backup.

Technology for managing and producing events with vendors, which includes lighting, staging, video switcher, remote clickers and all the endpoints mentioned for classroom, collaborative spaces and lecture capture services. Technology for different teaching modalities related to in-person, hybrid, or remote learning. BYOD devices(Laptops, Tablets and smart phones) for projecting slides and videos within in classroom or event setting.

AV network technology (software defined network controllers, large format switcher, digital audio switcher, video servers/transcoders, and digital video distribution) for integrating IP based digital broadcast systems, digital signal types, media formats compression, signal flow, storage, broadcast computer graphics, and conferencing. Specific Responsibilities: Strategic Planning Researches and anticipates industry change and impact on workplace endpoint technology. Analyzes user's computing environment and recommends or coordinates changes as necessary Determines work strategies and assignments to meet department workload.

Administration Prioritizes and assigns work to staff. Mentors, trains, evaluates performance, and conducts annual performance reviews. Assist staff in answering questions or supporting faculty and staff.

Consults with users to assess needs and provide guidance and support regarding workplace endpoint technology. Manages change through collaboration with staff organizations, administrative units and other invested University service divisions. Develops project plans and partners with users to prioritize projects, daily work, and plans for future initiatives.

Utilize information technology systems to meet specific client goals. Development Leads projects partnering with users to deliver optimum service in regard to installation and maintenance of workplace endpoint technology. Performance Leads projects to diagnose and resolve complex problems, questions and inquiries from clients using judgment and extensive experience.

Demonstrates application of advanced knowledge of skills, methods, practices, policies, and procedures. Independently plans and prioritizes project and operational work. Supervises Provides work direction and/or supervises staff such as team members, subordinates, contractors, vendors, students, etc.

Recommends staff hires/terminations. Coaches and mentors staff. Manages projects ensuring timelines and deliverables are met and meet expectations.

Other duties as assigned. Minimum Qualifications: (Education, experience, and any other certifications or clearances) Bachelor's degree or 2 years equivalent experience. 5 years' experience in consulting, project management, training, Technical Support, or user service, in an information technology environment or similar.

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 similar. Adobe Creative Cloud Suite Cisco routers and switches LDAP Mac OS X Operating System Microsoft Exchange Microsoft Office (Word, Excel, PowerPoint, Access, Outlook, Teams) Microsoft SharePoint Windows Operating System critical thinking data mining decision making judgment problem solving read & interpret architectural drawings read & interpret construction drawings read & interpret mechanical drawings read & interpret technical drawings Troubleshooting use-case analysis budgeting agile environment collaboration and teamwork cost/benefit analysis evaluate resources facilitate collaboration functional documentation iterative & incremental development organizational skills planning workflow development & documentation write proposals and project charters Minimum Competencies: (Skills, knowledge, and abilities.) Strong customer service skills and a sense of professionalism Strong written and verbal skills Excellent Interpersonal and communication skills Strong troubleshooting and analytical ability Ability to work effectively under pressure Focused, organized, and effective in stressful environments Can professionally, effectively, and directly engage at every level of the organization Positive, team-minded attitude, willing to jump in anywhere when needed Preferred Qualifications: (Education and experience) A degree in related area CTS Certification or related certification A+ Certification or related certification Apple Certified Mac Technician certification High degree of experience with media and event production Two years experience leading projects High-end hotel customer service experience Project management certification ITIL Foundations certification Preferred Competencies: (Skills, knowledge, and abilities) Strong analytical, troubleshooting and problem-solving skills.

Strong knowledge of analog and digital AV systems integration, web conferencing, video conferencing and live-stream Strong familiarity within a higher education environment Significant knowledge of operating systems, core software, and hardware platforms related to Audio Visual Network Strong leadership and mentoring skills Ability to analyze data for identifying trends and service improvements Target hiring range for this position will be between $82,830 - $110,000 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. Benefits: At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more!

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 strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

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