Senior IT Client Support Specialist - Tufts Technology Services

Cambridge, MA, United States

Location Expand Show Other Jobs Job Saved Save Job Senior IT Client Support Specialist - Tufts Technology Services Tufts University Details **Posted:** 10-Feb-22

**Location:** Medford/Somerville, Massachusetts

**Type:** Full-time

**Salary:** Open

**Categories:**

Staff/Administrative **Internal Number:** 22001140

Senior IT Client Support Specialist - Tufts Technology Services - (22001140) Description **Department Summary**

Tufts Technology Services (TTS) is a university-wide service organization committed to delivering technology solutions in support of Tufts' mission of teaching, learning, research, innovation, and sustainability. With staff across all of Tufts' campuses, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile community. We promote a collaborative, flexible work environment, embrace diversity and inclusion, and encourage personal and professional development. Learn more about TTS on

**Job Summary**

The Senior IT Client Support Specialist is responsible for providing effective Tier 2-3 frontline client support and deskside assistance for Tufts faculty and staff using available technical tools, such as the knowledge base, remote management suite, and a service-management database.

Tufts has 3 main campuses: Medford/Somerville, Boston, and Grafton with clinics, hospitals and public, instructional, and computer and research labs in a multiple building setting, plus approximately a dozen remote sites. This position will be based at one of the main campuses.

Qualifications **Minimum Required Experience**

* The knowledge and skills that are typically acquired through a High School diploma and 5+ years of experience in the direct delivery of IT support and network services.

* Strong technical skills in the configuration, installation, and troubleshooting of Microsoft Windows & macOS, Microsoft Office Suite, email and web clients, Antivirus software, TCP/IP, and imaging software and well as experience troubleshooting peripherals (printers, scanners) and handheld devices (mobile, tablets, PDAs).

* Proficient using remote desktop management tools, such as Ivanti/LANDesk Management Suite, Microsoft SCCM/MECM, Microsoft Intune, JAMF Pro/Casper, or Bomgar, etc.

* Knowledge of desktop security and standards (security/networking).

* Knowledge of trouble ticket systems (e.g. Service Now, ZenDesk, Remedy)

* Working knowledge of local area networks and network administration.

* Experience with IMAP, LDAP, Microsoft ActiveSync, Active Directory and group policies, data recovery tools, Microsoft Exchange, WINS, DHCP, DNS, and TCP/IP.

* Demonstrated expert experience in two or more of the following:

+ Unix/Linux installation, configuration and troubleshooting including Redhat, Ubuntu and Mandriva distributions.

+ Endpoint Systems Management (e.g. MS SCCM/MECM, MS Intune, Ivanti, BigFix Tivoli, Altiris, Kace, etc.) software deployment and patch creation.

+ Configuration, setup, and support of laboratory instrumentation and complex lab functions in a sciences/research setting.

+ Significant experience implementing endpoint security processes and protocols (scanning, data gathering, forensics, incident response management).

+ Virtual Desktop Infrastructure or Virtual Application technology (e.g. VMWare, Citrix).

+ Successful development and delivery of a major training and documentation initiative related to technology.

+ Advanced support in a clinical environment.

+ Providing dedicated advanced support to large group of executive/VIP clients with specialized, non-standard technology needs.

+ System and Application administration for department-level technologies (e.g. database applications, business process applications, web administration, etc.).

* Excellent communication and customer service skills are a must in this dynamic customer facing role.

* Strong organizational and attention to detail skills are a vital part to the overall success of people in this position.

* Demonstrated ability to deliver professional customer service, end user training and consultation, effective team and project work.

* This position requires that the employee provide their own mobile device capable of sending and receiving business email, text/SMS and phone calls. The employee will receive a standard rate of partial reimbursement for this expense.

**Additional Preferred Experience, Education, etc.**

* MSCE, A+, Network +, CCNA, ACMT, ITIL or other industry standard certifications.

* Significant experience with IMAP, LDAP, Microsoft ActiveSync, Active Directory and group policies, data recovery tools, Microsoft Exchange, backup strategies, WINS, DHCP, DNS, and TCP/IP.

* Experience providing technical support and services to classroom and computer lab environments.

***An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.***

*Equal Opportunity Employer - minority/females/veterans/disability/sexual orientation/gender identity.*

Primary Location: United States-Massachusetts-Medford/Somerville Job: IT (Information Technology) Organization: Tufts Technology Services Employee Status: Regular Schedule: Full-time Job Posting: Feb 8, 2022, 9:18:33 PM

About Tufts University Tufts is a leader in American higher education, distinctive for its success as a moderately sized university that excels at research and providing students with a personal experience. Our unique combination of research and liberal arts attracts students, faculty and staff who thrive in our environment of curiosity, creativity and engagement. 2000 - 2021 The Higher Education Recruitment Consortium is a project of the Tides Center, a 501 (c)3 non-profit organization. | |

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