IT Client Support Specialist

Company: Tufts University
Location: Somerville
Posted on: September 15, 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 our website .

What You'll Do

This is a benefit eligible limited term appointment for one year. The IT Client Support Specialist is responsible for providing effective Tier 2 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 and is an on campus position.

What We're Looking For

Basic Requirements:

• The knowledge and skills that are 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 expense. Preferred 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 $26.40, Midpoint $31.40, Maximum $36.40
    
    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, Other , Somerville, Massachusetts