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Tufts University

Location: BostonMA 02108 Document ID: AB075-19RD Posted on: 2017-06-3006/30/2017 Job Type: Regular

Job Schedule:Full-time
2017-07-30
 

IT Client Support Specialist - Tufts Technology Services

Tufts Technology Services (TTS) is a university-wide service organization dedicated to the strategic planning, implementation, and support of technology products and services that anticipate and meet the academic, research, and business needs of the Tufts community. TTS offers technical leadership and services to our customers with a focus on providing innovative solutions, delivering exceptional customer service, and creating a reliable infrastructure that demonstrates value to the students, faculty, staff, and alumni of Tufts University. TTS works in partnership with schools, business units, and other academic support organizations to provide campus-wide IT services in the areas of academic and research technology, enterprise application systems and services, networking and telecommunications, information security, data center operations, web services, classroom and computer lab technology support, and user support, training and outreach.

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, and research computer labs in a multiple building setting among 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 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:

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 8.0 and above, Microsoft Office Suite, Mozilla, 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 LANDesk Management Suite or Bomgar, etc.

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 intermediate experience in one or more of the following:

o Endpoint Systems Management (e.g LANDesk, BigFix Tivoli, Altiris, MS SCCM, Kace, etc.) for lab management, desktop imaging, migration, software packaging, deployment and/or patch management.

o Creating and updating technical support documentation in a formal knowledge base.

o Creating and or delivering end user training on technology.

o Providing dedicated advanced support to executive/VIP clients or scientific/research oriented clients with specialized, non-standard technology needs.

o 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, Eudora, 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.




Special Work Schedule Requirements:

May be required to work additional hours when under periods of high call volume or confronted with emergency, critical, or unusual situations that require additional time to troubleshoot and resolve. Must be willing and able to participate in a 24x7x365 on call rotation with other TTS staff.

Tufts University is an AA/EO employer and actively seeks candidates from diverse backgrounds. Please see the Tufts University non-discrimination statement.


To apply please click here!