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Job ID: 165828

Senior IT Client Support Specialist - Tufts Technology Services
Tufts University


Date Posted Aug. 24, 2021
Title Senior IT Client Support Specialist - Tufts Technology Services
University Tufts University
Medford\/Somerville, MA, United States
Department
Application Deadline Open until filled
Position Start Date Available immediately
 
 
  • Classified Staff
  • Information Technology
 
 

Department Summary:
Tufts Technology Services (TTS) is a university-wide service organization committed to delivering technology solutions in support of Tufts’ mission of teaching, learning, research, innovation, and sustainability. With staff across all of Tufts’ campuses, as well as a 24×7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile community. We promote a collaborative, flexible work environment, embrace diversity and inclusion, and encourage personal and professional development.  Learn more about TTS on our website.

Job Summary:
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, computer and research labs in a multiple building setting across three campuses and support for remote clinics (7 for the Dental School:  Canton, Groton, Hogan, Springfield, Taunton, Worcester, Wrentham and 3 for Cummings Veterinary School: Walpole, Worcester, Woodstock, CT).  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.


 
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