IT Client Support Specialist

• The IT Client Support Specialist is responsible for providing effective Tier 2 frontline client support and deskside assistance for client faculty and staff using available technical tools, such as the knowledge base, remote management suite, and a service-management database.
• Client 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.

Required Experience:

• Minimum 3+ years of IT support experience

Technical Skills Required:

• SCCM (used daily)
• TCP/IP
• macOS
• Windows OS (60%) and iOS/macOS (40%) environment

• The knowledge and skills that are typically acquired through a High School diploma and 3+ years of experience in the direct delivery of IT support and network services.
• Strong 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).
• Proficient using remote desktop management tools, such as Ivanti/LANDesk Management Suite, Microsoft SCCM/MECM, Microsoft Intune, JAMF Pro/Casper, or Bomgar, etc.
• Knowledge of desktop security and standards (security/networking).
• Knowledge of trouble ticket systems (e.g. Service Now, ZenDesk, Remedy)
• Working 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.
• 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 and project work.
• 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.

• MSCE, A+, Network +, CCNA, ACMT, ITIL or other industry standard certifications.
• Experience with IMAP, LDAP, Microsoft ActiveSync, Active Directory and group policies, data recovery tools, Microsoft Exchange, backup strategies, WINS, DHCP, DNS, and TCP/IP.
• Experience providing technical support and services to classroom and computer lab environments.

• Performing IT user administration and account management.
• Experience using remote desktop management tools, such as Ivanti/LANDesk Management Suite, Microsoft SCCM, JAMF Pro/Casper, or Bomgar, etc.