Job Description

Overview

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.

What You'll Do

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.

What We're Looking For

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.

Pay Range


Minimum $35.50, Midpoint $42.30, Maximum $49.00




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

About Tufts University

This is Tufts. Tufts is a student-centered research university with a constellation of world-class schools encompassing undergraduate, graduate, professional, and lifelong learning programs. Across the university, students satisfy their intellectual curiosity, jump-start rewarding careers, and unlock bright, promising futures. Through rigorous academics, groundbreaking research, and a commitment to civic engagement and leadership, our community of students, faculty, and staff collaborate across four Massachusetts campuses to build a brighter world (Medford/Somerville, Grafton, Boston-Chinatown, and Boston-Fenway). Our employees light the way. Tufts develops innovative solutions for the most complex global challenges of our time through teaching, research, and an unparalleled investment in civic engagement. In administration and operations, in dining centers and in labs, every employee plays a role in our mission for a better, brighter world. At Tufts, the work you do matters. So do you. Enjoy flexible and remote opportunities, innovative benefits, and an inclusive, welcoming, collaborative culture that supports you. Develop your skills. Take classes. Advance your career. ... Do work that makes you proud in a community you love. All while taking great care of yourself and the people who matter most. We’re all in on creating an anti-racist culture of belonging. Across Tufts, we’ve deepened our commitment to making the university a truly inclusive place. Where every member of our community contributes and feels like they belong. Where diverse perspectives are seen as our strength, and great ideas are always heard. In offices, labs, classrooms, and beyond, we’re doing this work together, knowing it is the foundation of our mission to create a brighter world. An innovative university needs resourceful people who make things happen. Here, collaboration isn’t just a buzzword, colleagues actually care, and community means everything. Sound appealing? Come join us. Choose a campus and find the role that fits you. Tufts University is an Equal Opportunity/Affirmative Action Employer. We are committed to increasing the diversity of our faculty and staff and fostering their success when hired. Members of underrepresented groups are welcome and strongly encouraged to apply. See the University’s Non-Discrimination statement and policy here If you are an applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us by calling the Office of Equal Opportunity (OEO) at 617-627-3298 or at oeo@tufts.edu. Applicants can learn more about requesting reasonable accommodations at

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Job Tags

Local area, Remote job, Flexible hours,

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