Tufts University - Grafton, MA
posted 4 months ago
The Principal IT Client Support Specialist at Tufts University is a pivotal role responsible for delivering Tier 2-3 frontline client support and deskside assistance to faculty and staff across the university's three main campuses: Medford/Somerville, Boston, and Grafton. This position requires the use of various technical tools, including a knowledge base, remote management suite, and a service-management database, to effectively address and resolve IT issues. The role is situated in a dynamic environment that encompasses clinics, hospitals, instructional spaces, computer labs, and research facilities, necessitating a high level of technical expertise and customer service skills. In this position, the specialist will be tasked with configuring, installing, and troubleshooting a wide range of software and hardware, including Microsoft Windows and macOS systems, the Microsoft Office Suite, email clients, and various peripherals such as printers and scanners. The specialist will also be responsible for managing remote desktop tools and ensuring compliance with desktop security standards. A strong understanding of local area networks, network administration, and trouble ticket systems is essential for success in this role. The ideal candidate will possess significant experience in Unix/Linux systems, endpoint systems management, and virtual desktop infrastructure technologies. They will also be expected to provide advanced support in clinical environments and to executive/VIP clients with specialized technology needs. Excellent communication and organizational skills are crucial, as the role involves mentoring junior staff and delivering training on technical topics across campuses. Additionally, the specialist will need to manage technical projects effectively and maintain a high standard of customer service throughout their interactions with users.