Tufts University · 1 day ago
Principal IT Client Support Specialist
Somerville, MA
Full-time
Onsite
Lead/Staff
$36.30/hr - $50.10/hr
8+ years expTufts University is a trusted leader in technology partnership and support, seeking a Principal IT Client Support Specialist. This role is responsible for providing effective Tier 2-3 frontline client support and deskside assistance for Tufts faculty and staff, utilizing various technical tools to ensure efficient service delivery.
BiotechnologyHealth CareMedical
Responsibilities
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
Qualification
Required
Knowledge and skills that are typically acquired through a Bachelor's Degree and 8+ years of experience or a High School diploma and 10+ 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 of 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
MSCE, A+, Network +, CCNA, ACMT, ITIL or other industry standard certifications
Experience providing technical support and services to classroom and computer lab environments
Benefits
The employee will receive a standard rate of partial reimbursement for this expense.
Company
Tufts University
With four campuses in Massachusetts, Tufts is a research university committed to helping students and faculty generate bold ideas, innovate, and become active citizens of the world.
10001+ employees
H1B Sponsorship
Tufts University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (96)
2024 (74)
2023 (85)
2022 (70)
2021 (61)
2020 (46)
Funding
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