Principal IT Client Support Specialist

The Principal IT Client Support Specialist is responsible for providing effective Tier 2-3 frontline client support and deskside assistance for Tufts faculty and staff using available technical tools, such as the knowledge base, remote management suite, and a service-management database.

Tufts has 3 main campuses: Medford/Somerville, Boston, and Grafton with clinics, hospitals and public, instructional, and computer and research labs in a multiple building setting, plus approximately a dozen remote sites. This position will be based at one of the main campuses.

Basic Requirements:

• The knowledge and skills that are typically acquired through a Bachelor's Degree and 5+ years of experience or a High School diploma and 7+ years of experience in the direct delivery of IT support and network services.
• Expert 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 and well as experience troubleshooting peripherals (printers, scanners) and handheld devices (mobile, tablets, PDAs).
• Strong technical skills in remote desktop management tools, such as Ivanti/LANDesk Management Suite, Microsoft SCCM/MECM, Microsoft Intune, JAMF Pro/Casper, or Bomgar, etc.
• Strong knowledge of desktop security and standards (security/networking).
• Strong knowledge of trouble ticket systems (e.g. Service Now, ZenDesk, Remedy)
• 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.
• 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.
• Demonstrated expert experience in four or more of the following:
  • Unix/Linux installation, configuration and troubleshooting including Redhat, Ubuntu and Mandriva distributions.
  • Endpoint Systems Management (e.g. MS SCCM/MECM, MS Intune, Ivanti, JAMF BigFix Tivoli, Altiris, 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.).
• Excellent communication and customer service skills are a must in this dynamic customer facing role.
• Strong organizational and attention to detail skills are a vital part to the overall success of people in this position.
• Demonstrated ability to deliver professional customer service, end user training and consultation, effective team.
• Willingness to mentor junior staff and provide training on technical topics on a cross-campus basis.
• Experience in managing technical projects

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.

Preferred Qualifications:

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