About Northeastern: Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.
Our locationsin Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahantare nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.
Northeastern's comprehensive array of undergraduate and graduate programs in a variety of on-campus and online formatslead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.
About the Opportunity: The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Research Technology Analyst. This position will be part of the front-line in supporting our extensive and diverse research enterprise initiatives within Research Computing and the larger Northeastern community. This includes contributing to training and knowledge, helping to ensure compliance of equipment, and recommending innovative solutions for lab-specific environments.
We are looking for a mentor to work with Customer Experience (CX) resources to provide the best experience for our growing research environments. The ideal candidate should possess skills in problem solving, training/curriculum building, delegation, and innovative thinking.
The qualified candidate will interact directly with university administration and support staff including members of the Office of the General Council, Research Enterprise Services, Environmental Health and Safety, Department Safety Officers, and Associate Deans for Research. Reporting to the Lead of Research Application Support, this role will work closely with representatives across these organizations and help drive the day-to-day tasks and compliance of the extended team.
As a Research Technology Analyst, you will work in lock step with other dedicated Research Application support staff embedded across the ITS organization. Interacting directly with faculty and students in their research labs, the Research Technology Analyst will help in imaging, configuration, management, security, and troubleshooting of laboratory technology. In collaboration with the Research Computing team, you will assist in building workflows for managing research data generated in labs to ensure scientific projects move forward quickly, and data is appropriately backed up and secured. You will also work closely with the Information Security team to confirm regulatory compliance with the Cybersecurity Maturity Model Certification/NIST 800-171 where applicable.
To best set up the community for success, this role will be heavily involved in shaping and enhancing the customer journey and experience for administrators, staff, and faculty that are engaged in the research enterprise.
This role will report to the Lead of Research Application Support, within ITS Customer Experience but will be partnering and working regularly with various high-level members across the organization. As noted above, this person will be responsible for checking in and collaborating with various resources across Northeastern to drive the Research initiative.
To ensure that essential services are provided to the university community, the employee may be required to work outside his/her regular working hours and university holidays.
Primary work location is the Boston campus, with occasional travel to other northeast regional campuses in Burlington, Nahant, and Portland, ME.
Customer Service and Technical Support for the Campus Community
Provides support for research community members
Coordinate with vendors as needed in order to properly escalate
and resolve issues
Provide VIP support to our Executive Leadership
Ensure proactive measures are taken to identify potential customer
problems by reviewing customer history for open issues or trends.
Determine root causes of continuing issues.
Design and implement new processes and troubleshooting best
Take ownership in developing the new systems which support the
Service Desk and its mission.
Document all issues addressed and follow all appropriate
procedures established by ITS Customer Services to provide
ongoing feedback on all issues.
Deploy and maintain systems via imaging (SCCM/JAMF) practices.
Technology Evaluation, Consultation and Project Participation and Implementation
Consult with and assist technology administrators in other
departments. Develop and nurture relationships with faculty and
staff to encourage technology use.
Initiate cross- departmental communication concerning current and
future technology use, and encourage exploration of technology
Participate in planning and execution of support for special events
and satellite campuses.
Project implementation to the university community. This entails
project roll out including documentation self-service, service desk,
of implementation on user community and environment from the
Customer Services perspective.
Analyze new technologies and provide recommendations for
further analysis and impact.
Train customers to operate and integrate technology equipment
Ensure ongoing compliance for equipment deployed across research enterprise
Preferred Qualifications: N/A
Salary Grade: 12
Additional Information: A criminal background check is required for this position.
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
Founded in 1898, Northeastern University is a private research university located in the heart of Boston. Northeastern is a leader in worldwide experiential learning, urban engagement, and interdisciplinary research that meets global and societal needs. Our broad mix of experience-based education programs?our signature cooperative education program, as well as student research, service learning, and global learning?build the connections that enable students to transform their lives. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools.