Associate IT Client Support Specialist

Overview

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.

The Associate IT Client Support Specialist is responsible for providing effective Tier 2 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.

This position is on-site.

Basic Requirements:

• The knowledge and skills that are typically acquired through a High School diploma and 1+ years of experience in the direct delivery of IT support and network services.
• Technical skills in the configuration, installation, and troubleshooting of Microsoft Windows or 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).
• Experience using remote desktop management tools, such as Ivanti/LANDesk Management Suite, Microsoft SCCM/MECM, Microsoft Intune, JAMF Pro/Casper, or Bomgar, etc.
• Working knowledge of local area networks and network administration.
• 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 and project work.
• 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:

• Knowledge of desktop security and standards (security/networking).
• Knowledge of trouble ticket systems (e.g. Service Now, Zen Desk, Remedy)
• Experience providing technical support and services to classroom and computer lab environments.
• Performing IT user administration and account management.
• Experience using remote desktop management tools, such as Ivanti/LANDesk Management Suite, Microsoft SCCM, JAMF Pro/Casper, or Bomgar, etc.
• MSCE, A+, Network +, CCNA, ACMT, ITIL or other industry standard certifications.
• Experience with IMAP, LDAP, Microsoft Active Sync, Active Directory and group policies, data recovery tools, Microsoft Exchange, backup strategies, WINS, DHCP, DNS, and TCP/IP.

Minimum $22.50, Midpoint $26.80, Maximum $31.10

Salary is based on related experience, expertise, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.