Principal IT Client Support Specialist

Overview

Tufts Technology Services (TTS) is Tufts' trusted leader in technology partnership, support, and enablement, delivering solutions in service of the university’s mission. TTS works closely with school and central division partners to meet the technology needs of the Tufts community across our three campuses and throughout our global networks. Our holistic understanding of the Tufts landscape, our dedicated multidisciplinary team, and our IT Service Desk position TTS to provide practical solutions to current challenges and creative, sustainable new approaches as technologies and university priorities evolve.

We are a community of problem-solvers, innovators, and stewards of trust who take pride in building technology foundations that are reliable, secure, and designed for the future. We bring together technology expertise across academic, clinical, infrastructure, operations, research, and student domains, applying our knowledge of digital transformation and effective user experiences. Guided by our core values of innovation, integrity, collaboration, optimism, supporting success, and community-centered service, we’re not just maintaining technology—we’re shaping how it enables discovery, connection, and impact across the university and beyond.

What You'll Do

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 We're Looking For

Basic Requirements :

• 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 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 $36.30, Midpoint $43.20, Maximum $50.10

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