Senior IT Client Support Specialist - Technology Services

Tufts University Remote
senior technology services microsoft management tools tcp/ip research mobile technical remote configuration troubleshooting software
December 2, 2022
Tufts University
Somerville, Massachusetts

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 our website.

What You'll Do:

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.

What We're Looking For:

Basic Requirments

  • 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:

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

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

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

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

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

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

o Advanced support in a clinical environment.

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

o 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.

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