Client Systems Engineer

Babson College is a world-class business school, empowering entrepreneurial leaders to create great economic &amp; social value. It's an exciting launch pad for anyone who wants to make a real impact in higher education. We provide everything you need to achieve your goals, including learning opportunities, outstanding benefits, rich rewards, wellness programs, &amp; a genuine dedication to creating a diverse, multicultural &amp; inclusive community. <br /><br />To view all open staff positions, click <a href="https://babson.wd1.myworkdayjobs.com/Staff" target="_blank" title="Babson College Staff Positions" rel="noopener noreferrer">here</a>.

Babson Park, MA

Babson College

<p><strong>We&rsquo;re all different.</strong></p> <p><strong>We&rsquo;re all Babson.</strong></p> <p class="p1">All Babson College faculty and staff authorized to work on campus must be fully vaccinated against COVID-19, <a href="https://www.cdc.gov/coronavirus/2019-ncov/vaccines/stay-up-to-date.html"><span class="s1">including any appropriate boosters</span></a>. Proof of vaccination upon hire is required or within 21 days of becoming eligible for a booster. Contact <a href="mailto:hr@babson.edu">Human Resources</a> for medical accommodation or religious exemption requests.</p> <p class="p1">Babson College is a world-class business school, empowering entrepreneurial leaders to create great economic and social value - everywhere. You&rsquo;ll find a collaborative, collegial team environment designed to include and motivate every individual. It&rsquo;s a rewarding workplace &ndash; an exciting launch pad for anyone to make a real impact in higher education. We provide everything you need to achieve your goals, including learning and development opportunities, outstanding benefits, rich rewards, wellness programs, and a genuine dedication to creating a diverse, multicultural and inclusive community.</p> https://www.babson.edu/

keywords: job description,support,assist,management,education & experience,work environment,covid-19,license,knowledge, skills & abilities,communication,initiative

Full time

Overview: <br />The Client Systems Engineer is responsible for creating a stable, secure, and efficient client technology experience through the IT Service Center, which provides timely and direct technical assistance to the Babson community. Specifically responsible for effective configuration, provisioning, operation, maintenance, and support of client systems and related infrastructure; helping to define appropriate standards, policies, procedures, software toolsets; supporting peripherals to facilitate the management, accountability, functionality, and security of the client systems; and assisting with client problem resolution assistance either via telephone, remote access to client machines, email, direct interface with walk-in users, or on-site support at the user&rsquo;s location.
Responsibilities: <br /> <ul> <li>Review, test, and distribute critical patches and updates to Windows/MAC workstations.&nbsp;</li> <li>Audit and implement group policy in our Active Directory Environment.</li> <li>Manage and administer the college's Intune Device Management Platform.&nbsp;&nbsp;</li> <li>Provide Tier 3 escalation level support for the college as well as primary support for C level employees.</li> <li>Deliver high quality technical support, including accurate problem identification, proper logging of problem type, and timely escalation to other IT areas as necessary.&nbsp;</li> <li>Provide oversight of walk-in support issues and Tier 1 staff, ensure proper logging of calls in the trouble tracking system, and perform advanced problem resolution.&nbsp;&nbsp;&nbsp;</li> <li>Assist with all aspects of hardware repair on college-issued laptop and desktop computers. This includes diagnosis, parts ordering, documentation, and repair.&nbsp;</li> <li>Communicate with end users, both verbally and in writing, regarding problem resolution status, upcoming system changes, ITSD policies, and any other necessary communication.&nbsp;</li> <li>Provide training to junior staff to ensure efficient and effective practices are followed with troubleshooting end-user technical issues.&nbsp; &nbsp;</li> <li>Create and reinforce scheduling, training materials, and policies to share with student staff.&nbsp;</li> <li>Manage and track&nbsp;asset inventory and incident tickets using Service Center tools, both software and hardware.&nbsp;</li> <li>Assumes additional responsibilities as required.</li> </ul>
Requirements: <br /> <p><strong>WHAT EDUCATION AND SKILLS YOU WILL NEED<br /><br /></strong></p> <ul> <li><strong>Bachelor&rsquo;s Degree, A+ technical certification, or related experience.</strong></li> <li><strong>5+ years of experience in a technical support role desired</strong>.</li> <li>Must have <strong>extensive knowledge and support experience within the Windows OS ecosystem</strong>; Windows Server, Windows Operating Systems 10 and 11.</li> <li>Knowledge of <strong>Azure Cloud, Windows Active Directory, Microsoft 365 Core applications and administration. </strong></li> <li>Must have broad experience with imaging Windows PC using a variety of tools.</li> <li>Must have <strong>extensive</strong> <strong>working knowledge of networking (e.g., TCIP, DNS, DHCP).</strong></li> <li>Must have knowledge of system security and backup/recovery.</li> <li>Must have <strong>excellent customer service skills</strong> and a <strong>proactive customer support attitude</strong>. Must have a passion for both customer service and technology, along with the ability to multi-task across clients and technologies while maintaining an appropriate level of professionalism and composure.</li> <li>Ability to motivate a team by communicating shared goals and celebrating group achievements.</li> <li>Envisions and proposes new methods to perform tasks that support ET&amp;A; <strong>takes thoughtful risks</strong>; and accepts new and ongoing initiatives, objectives, and solutions to gain sought-after results.</li> <li><strong>Anticipates and embraces change</strong>; demonstrates willingness to achieve, acquire, and utilize new skills and challenging tasks; and is flexible in changing conditions.</li> <li>Ability to work with a diverse and inclusive student body, faculty, staff, and other constituents.</li> <li>Ability and interest in <strong>learning and testing new campus technologies</strong>.</li> <li>Must have <strong>strong computer skills</strong> including proficiency in Microsoft Office (Word, Excel, Access, PowerPoint)</li> </ul> <p><br /><strong>HOW AND WHERE YOU WILL WORK<br /><br /></strong></p> <ul> <li>All Babson College faculty and staff authorized to work on campus must be fully vaccinated against COVID-19, <a href="https://www.cdc.gov/coronavirus/2019-ncov/vaccines/stay-up-to-date.html" target="_blank" rel="noopener noreferrer">including any appropriate boosters</a>. Proof of vaccination upon hire is required or within 21 days of becoming eligible for a booster. Contact <a href="mailto:hr@babson.edu" target="_blank" rel="noopener noreferrer">Human Resources</a> for medical accommodation or religious exemption requests.</li> <li>This is an in-person role with limited work-from-home capability.</li> <li>Must have had a valid unrestricted U.S. Driver&rsquo;s License for one year, and maintain throughout employment an insurable (as determined by the College&rsquo;s insurer&rsquo;s criteria) or a satisfactory driving record; must successfully complete and pass the College&rsquo;s vehicle training program within the first 60 days of employment; annual or more frequent review of employee&rsquo;s driving record based on the College insurer&rsquo;s criteria; and safety training as required by management.</li> <li>Must possess the ability to lift up to 40 pounds to assist with scheduled large-scale equipment deliveries and deployments.</li> </ul> <p>&nbsp;</p> <p><strong>ADDITIONAL SKILLS YOU MAY HAVE<br /><br /></strong></p> <ul> <li>Knowledge and experience with MacOS/iOS/Android platform support a plus.</li> </ul>