The Learning Spaces Support Specialist acts as the primary line of direct support over learning space environments at the Feinberg School of Medicine, as well as AV equipment in conference and meeting spaces throughout the organization. The Learning Spaces Support Specialist supports the day-to-day operations of teaching and learning, as well as some meeting support in designated conference rooms. In addition, the Learning Spaces Support Specialist has comprehensive cross-functional knowledge in support escalation, system maintenance, and error prevention. The position will also prioritize the work of student support specialists and create knowledge base documentation related to supporting learning spaces and conference rooms on campus. The Learning Spaces Support Specialist will act as the gate of support escalation between clients and higher levels of IT service.

Please note: Must be able to climb on a ladder to a height of 20 feet. Must be able to carry heavy hardware such as CPUs, large venue video projectors (30-50 lbs). Individual will be required to walk to buildings that are several blocks from one another. Must be open to working the occasional evening and or Saturday. Must carry NU radio, and cell phone. Person will be required to commute to the Chicago campus as needed.

Specific Responsibilities:

• Implement service management strategies set by the Educational Technology group.
• Uses incident response systems and other tools to communicate the status of known issues and offers a variety of solutions and services to meet the needs and expectations of learning space users.
• Collaborates with the Educational Technology group, FSM IT, Sim Center, faculty, staff and students to improve support, learning technology use, and other ed tech systems.
• Responds to support escalations from student assistants
• Expands the knowledgebase of support solutions for learning and conference spaces.
• Trains, develops, and supports a team of student assistants responding to tier 1 requests for assistance within learning spaces.
• Map support processes into clearly defined roles and processes for repeatable and reliable solutions with AV and presentation equipment, including virtual spaces (such as Zoom).
• Inform cross-functional organizations of learning space and conference room release schedules, updates, and maintenance time frames.

Miscellaneous

• Performs other duties as assigned.

Minimum Qualifications:

• A bachelor's degree in an analytical, electronic or design field or the equivalent combination of education, training, and experience from which comparable skills can be acquired.
• Three years related professional experience in the AV industry.

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

• Ability to communicate effectively with a cross-functional team of information technology and instructional design professionals.
• Experience with vendor relationship management and creating action plan from quoted parts and services.
• Experience with service administration and configuration.

Preferred Qualifications:

• Experience working in a medical school, health sciences program, or healthcare setting.
• Experience managing a team of student assistants in providing information technology support services.

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.

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.