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Senior IT Client Support Specialist - Tufts Technology Services-18001859

Employer: Tufts University
Location: Medford, MA

Administrative Jobs: Institutional & Business Affairs, Clerical & Administrative Support
Employment Type: Full Time
Institution Type: Four-Year Institution

Job Details
Organization

Job Details

Job Description

Senior IT Client Support Specialist - Tufts Technology Services-18001859
Description

Viewing technology in the context of work, scholarship and campus life, 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 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.
Qualifications
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.

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: Dec 4, 2018, 4:49:03 PM

PI106013489

Organization

Tufts University is a leader in American higher education – distinctive for its success as a moderately-sized teaching and research university. Our ‘university on a hill‘ is a collection of colleges and academic departments independently recognized for their public service in our local communities, across the country, and around the world.

Working at Tufts University
Across the university you’ll discover talented and committed members of our staff and faculty who share an enthusiasm and a deep commitment to Tufts. We are collectively bound by our pursuit of knowledge and truth, and driven by our common values and aspirations. The strength of these values is reflected in our willingness to look at problems from new perspectives and challenge the status quo.

T10 strategic initiatives
An organization’s priorities can tell you a great deal about the culture. The T10 Strategic Plan provides a window into how our values impact our work as a university and how we work with each other as people. The plan’s initiatives are deliberately ambitious and far reaching – including our Foundational Initiatives that address each employee’s stewardship of limited resources and our plan to engage with and celebrate both our commonalities and differences. These strategic commitments represent who we are and guide what we will become.

Our culture
At the heart of Tufts’ distinctive culture is a commitment to diversity of thought, openness, and the inclusion of people who represent differing experiences and points of view. Our staff, students and faculty represent over 100 countries of origin but with shared values that make us more alike than we are different.

What we value:

Making an impact – We seek out new innovative ways to improve the quality of life of individuals and societies around the world, and at home.

Personal worth – The individual human being must be at the heart of every interaction in which individual differences are understood, valued, and cultivated.

Mindful leadership – Leadership brings with it tremendous possibilities and equally important responsibilities. Our leadership is visible in our words and actions, and the impact we have on the lives of those we serve.

Community – Our connection to each other through learning, arts, culture, sports, and through making an impact, brings us together and enhances our collective well-being.

Progressive learning – Our preparation for complex challenges and changes requires a commitment to lifelong learning, a willingness to challenge accepted thinking, and a sense of urgency in implementing new practices.

What matters?
A university setting provides employees the opportunity to contribute to the well-being of their colleagues, our global community, and their individual professional development. Staff, faculty and researchers embrace the responsibility, and privilege, that working at Tufts provides. While not every employee will have the opportunity to connect personally with the individuals who benefit from Tufts’ research and outreach initiatives, at the end of the day, we all understand just how much our day-to-day work matters.

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