IT Client Support Specialist - Technology Services
Company: Tufts University
Location: Somerville
Posted on: March 16, 2023
Job Description:
Overview
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 .
What You'll Do
The IT Client Support Specialist is a dynamic customer-facing
on-site role responsible for providing effective Tier 2 frontline
client support and deskside assistance, for Tufts faculty and staff
using available technical tools. Responsibilities include:
- Provide support for the knowledge base, remote management
suite, and a service-management database
- Deliver professional customer service, end-user training and
consultation
- Record requests, incidents and status information through the
use of ticket system
- Provide detailed documentation of all customer transactions via
our ticket system
- Support the implementation and deployment of internal business
systems
- Perform effective team and project work
What We're Looking For
Basic Requirements:
- Knowledge and skills typically acquired through a High School
diploma and 3+ 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
- 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 expensePreferred Qualifications:
- MSCE, A+, Network +, CCNA, ACMT, ITIL or other industry
standard certifications
- 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
- Performing IT user administration and account management
- Experience using remote desktop management tools, such as
Ivanti/LANDesk Management Suite, Microsoft SCCM, JAMF Pro/Casper,
or Bomgar, etc.
Pay Range
Minimum $25.80, Midpoint $30.95, Maximum $36.10
Salary is based on related experience, expertise, and internal
equity; generally, new hires can expect pay between the minimum and
midpoint of the range.
Keywords: Tufts University, Somerville , IT Client Support Specialist - Technology Services, IT / Software / Systems , Somerville, Massachusetts
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