Job Title : User Support Specialist - Qatar
Location : Doha
Company : Northwestern University
Salary :
Open Date : 2023-01-12
Close Date : 2023-05-12

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.

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.

Northwestern requires all staff and faculty to be vaccinated against COVID-19, subject to limited exceptions. For more information, please visit our COVID-19 and Campus Updates website.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

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