Senior IT Client Support Specialist

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 Sr. IT Client Support Specialist is responsible for providing high-end, expert-level Tier 2-3 frontline client support and desktop assistance for Tufts faculty, staff and students as well as advanced technology support and troubleshooting for classrooms and public, instructional, and computer and research labs in a multiple building setting across three campuses. 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 act as escalation point and provide coaching and mentoring for IT Client Support Specialists and other colleagues; provide technical troubleshooting, training, and instructor support on a wide variety of classroom and web/video conferencing technologies; consult with departments to gain an in-depth understanding of their technology needs; provide advanced level support for complex environments (ex. research or clinical laboratories), and situations (ex. security breaches); provide ad-hoc training to the client 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 clients with varying levels of computer familiarity. This position will participate in the on-call rotation. 

 Basic Requirements:

• 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 (all versions), Mac OS 8.0 and above, Microsoft Office Suite, Mozilla, email and web clients, Telnet clients, SSH clients, Antivirus software, TCP/IP, and imaging software and well as experience troubleshooting peripherals (printers, scanners) and handheld devices (mobile, tablets, PDAs).

• Experience using remote desktop management tools, such as LANDesk Management Suite.

• 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.

• 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. LANDesk, BigFix Tivoli, Altiris, MS SCCM, 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.).

• 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.

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

Preferred Qualifications:

• 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.

• Experience with DVD/VHS/CD components, Crestron, digital audio and video, projection systems and screens.

Special Work Schedule Requirements:
The ability to share in a 24x7x365 on-call rotation and to provide support outside of normal business hours as needed while on-call and for occasional planned maintenance events.