IT Client Support Specialist

Tufts University • Somerville, MA

92d • $26 - $36

About The Position

Tufts Technology Services (TTS) is a university-wide service organization committed to delivering adaptable, results driven technology solutions in support of Tufts' mission of teaching, learning, research, innovation, and sustainability. With staff working remotely, hybrid and on campus across Tufts University, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile, and diverse community. We promote a collaborative, forward-thinking, flexible work environment, embrace diversity and inclusion, and encourage personal and professional development. Fostering a culture of organizational citizenship and making others successful, demonstrating integrity, ethical conduct and optimism, active contribution and continuous learning enables staff to serve the goals and values of the University and creates a fulfilling and positive work experience for all.

Requirements

• 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.
• 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.
• 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.
• Strong organizational and attention to detail skills.
• Demonstrated ability to deliver professional customer service, end user training and consultation, effective team and project work.
• Provide own mobile device capable of sending and receiving business email, text/SMS and phone calls.

Nice To Haves

• MSCE, A+, Network +, CCNA, ACMT, ITIL or other industry standard certifications.
• Experience providing technical support and services to classroom and computer lab environments.
• Performing IT user administration and account management.

Responsibilities

• Provide effective Tier 2 frontline client support and deskside assistance for Tufts faculty and staff using available technical tools.
• Utilize the knowledge base, remote management suite, and a service-management database to assist users.
• Support users across Tufts' three main campuses: Medford/Somerville, Boston, and Grafton, as well as remote sites.

Benefits

• Salary range: Minimum $26.70, Midpoint $31.80, Maximum $36.80.
• Salary is based on related experience, expertise, and internal equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED