TUFTS University

Job Description - IT Client Support Specialist, Medford - Tufts Technology Services (21001940). IT Client Support Specialist, Medford - Tufts Technology Services. Experience using remote desktop management tools, such as Ivanti/LANDesk Management Suite, Microsoft SCCM, JAMF Pro/Casper, or Bomgar, etc.. g LANDesk/Ivanti, BigFix Tivoli, Altiris, MS SCCM, JAMF Pro/Casper, Kace, etc.). 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.

client support specialist

Job Description - IT Client Support Specialist, Medford - Tufts Technology Services (21001940) **Job Description**
IT Client Support Specialist, Medford - Tufts Technology Services - ( 21001940 ) **Description**
**Department Summary:**
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 .
**Job Summary:**
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, research computer labs in a multiple building setting among four campuses (Boston Health Sciences, Boston SMFA, Grafton, and Medford/Somerville) and support for remote clinics (7 for the Dental School: Canton, Groton, Hogan, Springfield, Taunton, Worcester, Wrentham and 3 for Cummings Veterinary School: Walpole, Worcester, Woodstock, CT). 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.
**Qualifications**
**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 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, Microsoft SCCM, JAMF Pro/Casper, or Bomgar, etc.
* Knowledge of desktop security and standards (security/networking).
* Knowledge of desktop encryption best practices
* 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,
**Preferred Qualifications:**
* 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.
***An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.***
*Equal Opportunity Employer minority/females/veterans/disability/sexual orientation/gender identity.*
**Primary Location**
: United States-Massachusetts-Medford/Somerville **Job**
: IT (Information Technology) **Organization**
: Tufts Technology Services **Employee Status**
: Regular **Schedule**
: Full-time **Job Posting**
: Nov 1, 2021, 1:18:35 PM #J-18808-Ljbffr

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