[26466] in resnet
Re: Job Openings at Tufts!
daemon@ATHENA.MIT.EDU (Judi Vellucci)
Thu Jun 2 16:28:34 2011
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Date: Thu, 2 Jun 2011 20:28:09 +0000
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From: Judi Vellucci <judi.vellucci@TUFTS.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <C452BD47-8525-47FB-AD77-53124DFD7C5F@tufts.edu>
Hi Folks,
So.. a few of you have emailed to note that the link didn't work, apparently Kinexa does not like my link! If you're interested in this position go to www.tufts.edu<http://www.tufts.edu>, click on the Jobs link at the top. From the search all page put in the Job Req number 58613 (sorry for the confusion... this is my first posting on the HR site! ... mea culpa)
CUSTOMER SUPPORT CENTER ANALYST - University Information Technology [https://recruiter.kenexa.com/tufts/cc/templates/external/images/icons/spacer.gif] Job Description:
University Information Technology (UIT) is a university-wide service organization dedicated to the strategic planning, implementation, and support of technology products and services that anticipate and meet the academic, research, and business needs of the Tufts community. UIT offers technical leadership and services to our customers with a focus on providing innovative solutions, delivering exceptional customer service, and creating a reliable infrastructure that demonstrates value to the students, faculty, staff, and alumni of Tufts University. UIT works in partnership with schools, business units, and other academic support organizations to provide campus-wide services in the areas of academic and research technology, enterprise application systems and services, networking and telecommunications, information security, data center operations and user support, training and outreach.
Enterprise Applications, a directorate within UIT, supports and enhances the efforts of the University in teaching and research. The department is comprised of client facing customer service professionals with experience in application development and support, project management, client/server and mainframe legacy systems management, database administration, systems administration and web development. Members of the Enterprise Applications department work with students, faculty and staff from each of the schools and central departments to define and develop appropriate technology in support of business requirements.
Within UIT, the University Information Technology Customer Support Center (UIT CSC) is the primary client facing organization which provides a broad range of technical and IT service functions for the University community as well as second-level services for Tufts’ local IT support organizations. Initial entry for our clients into UIT is provided via Customer Support Center staff.
The Customer Support Center Analyst will be part of the CSC team focusing on providing superior first and second tier technical support, developing and improving relationships with UIT customers. Responsibilities may include but are not limited to: phone/email support, technical troubleshooting and remote desktop support, machine builds/rebuilds, software/hardware install, machine security, fielding incoming calls and emails and responding accurately and efficiently to customer requests, incidents and problems. She/he will be accountable for appropriate record keeping for all work performed using the ITSM system.
Basic Requirements:
* Bachelor’s degree OR three (3) years of applicable IT support experience
* Three plus (3+) years of customer service experience
* The successful candidate will have basic experience in configuration, installation and troubleshooting and repair of machines running a variety of operating systems (Mac OSX, Windows XP/7). She/he will also have basic expertise in supporting some of the following; productivity tools such as Microsoft Office Suite, Outlook, Entourage, Mac Mail, VPN support and solid knowledge of supporting mobile devices (Blackberry, Android and iPhone)
* A strong solution centric focus
* Expert customer service and conflict resolution skills
* Excellent written and oral communication skills
* Ability to interact with colleagues at all levels across the Tufts community with varied technical abilities
* Ability to take direction and work independently and as part of a team
* Strong time management, organizational and documentation skills
* Strong analytical and problem solving skills
* Some lifting may be required
Preferred Qualifications:
* Some familiarity with ITIL frameworks and ITSM
* Experience using Remote Desktop as a method of supporting users
* The ability to collaborate with project groups and other technical support staff in resolving technology related issues
* Experience with the following applications/products/protocols: Trend OfficeScan, MS Exchange support, Blackberry OS and BES support, Apple OS, MS Windows OS, Landesk, data recovery tools, malware removal tools, and Wiki markup
* If direct professional experience is substituted for a degree the ideal candidate will possess or have a commitment to obtaining, a major industry recognized professional certification.
Special Work Schedule Requirements: This position supports the incoming help line for UIT and coverage must be maintained during normal business hours. Some extended hours may be required during semester start up.
Best regards,
Judi Vellucci
********************************************************************
"No pessimist ever discovered the secret of the stars,
or sailed to an uncharted land, or opened a new doorway
for the human spirit." - Helen Keller
Judi Vellucci voice: 617-627-JUDI
University Information Technology email: judi.vellucci@tufts.edu<mailto:judi.vellucci@tufts.edu>
Tufts University student.support.tufts.edu<http://student.support.tufts.edu>
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On Jun 2, 2011, at 3:54 PM, wrote:
Greetings!
I just posted two Customer Support Analyst positions reporting into our newly formed Customer Support Center. I thought I'd share the link here. If you know anybody that would be interested in either of these please feel free to encourage them to go to the online tool and submit an application!
https://recruiter.kenexa.com/tufts/cc/CCJobResultsAction.ss?command=ViewJobDetails&job_REQUISITION_NUMBER=58613
Cheers,
Judi
********************************************************************
"No pessimist ever discovered the secret of the stars,
or sailed to an uncharted land, or opened a new doorway
for the human spirit." - Helen Keller
Judi Vellucci voice: 617-627-JUDI
University Information Technology email: judi.vellucci@tufts.edu
Tufts University student.support.tufts.edu
********************************************************************
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