IT Client Support Specialist - Tufts Support Services - (19001727)
Viewing technology in the context of work, scholarship and campus life, Tufts Technology Services (TTS) is a university-wide service organization committed to delivering technology services that support Tufts' mission of teaching, learning, research, and service. Understanding that IT enables innovation, TTS prioritizes holistic, human-centered design strategies to create timely and intuitive services, applications and tools that differentiate the Tufts experience.
Across our diverse and creative teams, we engage and focus our collective talent to strengthen Tufts' strategic IT capabilities. To keep pace with our community's emerging needs, we continue to evolve our competencies across four main families of practice, including Planning and Design, Service Delivery and Operations, Data Strategy, and Academic Technology.
Thinking and acting strategically with technology occurs through strong partnerships and an engaged community. Additionally, for technologies to take on integral meaning to our work, we also need reliable and consistent support in using them. 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 and to enable the broadest possible access.
Come join our collaborative, flexible work environment, where leadership is valued at all levels of the organization, and opportunities abound to work with leading technologies and learn new skills.
The IT Client Support Specialist is responsible for providing effective Tier 2 frontline client support and desktop assistance for Tufts faculty, staff and students as well as technology support and troubleshooting for classrooms and public, instructional, and research computer labs in a multiple building setting among four campuses (Boston Health Sciences, Boston SMFA, Grafton, and Medford/Somerville). Key responsibilities of this position include responding to a variety of support requests in-person or remotely; performing technical troubleshooting; workstation builds/rebuilds; installing operating systems; software/hardware installs; patching systems and protecting against viruses/malware; and troubleshooting peripheral and mobile devices. In addition, this position will provide support and training for a wide variety of classroom and web/video conferencing technologies; consult with departments to gain an in-depth understanding of their technology needs; provide ad-hoc training to the user community; and regularly create documentation to contribute to the knowledgebase. S/he will use available technical tools, such as the knowledge base, remote management suite, and a service-management database, to support their work and will often deal with a wide range of users with varying levels of computer familiarity.
High School diploma and 3 years of experience in the direct delivery of IT support services.
Strong technical skills in the configuration, installation, and troubleshooting of Microsoft Windows (all versions), Mac OS X and above, Microsoft Office Suite, email and web clients, Telnet clients, SSH clients, Antivirus software, TCP/IP, and imaging software as well as experience in troubleshooting peripherals (printers, scanners) and handheld devices (mobile, tablets, PDAs).
Experience using remote desktop management tools, such as Ivanti/LANDesk Management Suite or Bomgar, etc.
Knowledge of desktop security and standards (security/networking).
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.
History of working with ticketing systems, such as Service Now, Request Tracker, Zen Desk, or Remedy.
Demonstrated intermediate experience in one or more of the following:
Endpoint Systems Management (e.g LANDesk/Ivanti, BigFix Tivoli, Altiris, MS SCCM, JAMF Pro/Casper, Kace, etc.) for lab management, desktop imaging, migration, software packaging, deployment and/or patch management.
Creating and updating technical support documentation in a formal knowledge base.
Creating and or delivering end user training on technology.
Providing dedicated advanced support to executive/VIP clients or scientific/research oriented clients with specialized, non-standard technology needs.
Performing IT user administration and account management.
Strong technical, interpersonal, and analytical skills.
Strong organizational and time management skills including the ability to multi-task, prioritize, and individually manage a changing workload and schedule.
Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations. Ability to maintain a strong sense of urgency.
Demonstrated ability to deliver professional customer service, end user training and consultation, effective team and project work.
MCSE, A+, Network +, CCNA or other industry standard certifications.
Experience with IMAP, LDAP, Microsoft ActiveSync, Active Directory and group policies, data recovery tools, Microsoft Exchange, patch management solutions, backup strategies, WINS, DHCP, DNS, and TCP/IP.
Experience providing technical support and services to classroom and computer lab environments.
Experience with DVD/VHS/CD components, Crestron, digital audio and video, projection systems and screens.
Special Work Schedule Requirements: May be required to work additional hours when under periods of high call volume or confronted with emergency, critical, or unusual situations that require additional time to troubleshoot and resolve. Must be willing and able to participate in a 24x7x365 on call rotation with other TTS staff.
An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.
Primary Location: United States-Massachusetts-Medford/Somerville
Job: IT (Information Technology)
Organization: Tufts Technology Services
Employee Status: Regular Schedule: Full-time
Job Posting: Aug 30, 2019, 8:58:46 PM
Internal Number: 19001727
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.