User Support Specialist Qatar

Department: NUQ Info Technology

Salary/Grade: ITS/75

The User Support Specialist provides day-to-day support for technology services at Northwestern Qatar (NU-Q). The primary service areas supported by this support specialist are (1) Student, Faculty and Staff computer support; including operating system and application support. (2) NU-Qatar smart classroom support, (3) NU-Qatar teaching lab support, and (4) NU-Qatar application services support through support of the NU-Q approved applications. This support specialist also provides classroom support for videoconferencing and assists with personal videoconference services for NU-Qatar staff in concert with other Qatar IT staff.

• Supports computing hardware and software applications for both the teaching and administrative needs of the NU-Q community. Applications include Microsoft Office Suite and Adobe Creative Suite. In addition, supports digital learning services for NU-Qatar faculty and students.
• Provides day-to-day support and maintenance for Apple based computer labs for instruction, including lab computer configuration management and software installation.
• Leverages endpoint management technology, primarily JAMF and KACE, for computer configuration management and software deployment.
• Supports faculty and staff use of room-based and desktop-based videoconference technologies.
• Provides training and daily support for Northwestern’s application services, including various Microsoft cloud services (ex: SharePoint), the learning management system, and other application services added to the NU-Q IT supported software catalogue.
  
  

Minimum Qualifications And Competencies

• Bachelor’s degree in computer science, engineering, science, communication, journalism or in a related field.
• Minimum 3 years of computing support experience and minimum 2 years experience as a project manager of a technical computing effort.
• Experience in technology training in a university or corporate setting.
• Excellent writing and spoken communication skills.
• 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 MacOS environments.
• User and classroom support of H.323 videoconference technologies. User support of A/V technologies (projector and LCD display), A/V control system technologies, and videoconference rooms.
• Demonstrated experience in the use and support of academic learning management systems, such as Canvas
• 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.
• Demonstrated leadership in projects that are designed for distributed education, media production activities, or course management services.
• Must be able to safely lift and carry items weighing up to 15 kilograms as part of regular job duties. Reasonable accommodations or assistance may be made to enable incumbents to manipulate higher weight.
  
  

Preferred Qualifications and Competencies: :

• Advanced degree preferred.
• CompTIA A+ or Apple Mac Repair Certification preferred.
• Experience in endpoint management software, such as JAMF or KACE.
• Experience in managing university computing labs.
• Experience in conducting faculty training workshops for instructional or publishing applications.
• Experience in conducting student training workshops for software applications.
  
  

The position’s minimum starting salary is: $51,346. The 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.

Northwestern University is an Equal Opportunity Employer and does not discriminate on the basis of protected characteristics, including disability and veteran status. View Northwestern’s non-discrimination statement . Job applicants who wish to request an accommodation in the application or hiring process should contact the Office of Civil Rights and Title IX Compliance. View additional information on the accommodations process .