Frontline Support Engineer

Within the Research Computing Services team within the Informatics & Analytics department, the Frontline Support Engineer will serve the Dana-Farber Cancer Institute (DFCI) and its patients by providing direct technical assistance to faculty and research staff. The position is part of a specialized group of support engineers closely engaged with the research departments, bringing practical computer expertise in support of cutting-edge bio-medical research. The successful candidate will provide hands-on support to end users and will help administer and integrate the organization's desktop computers in a multi-platform, multi-protocol and multi-operating system environment. The responsibilities will include active monitoring and fast response to help desk requests such as to ensure high system availability to all users with minimal interruptions. The role requires a strong technical background with hands-on experience and proficiency in modern desktop operating systems and configuration management technologies, experience supporting scientific users and demonstrated ability to work collaboratively in a research focused multidisciplinary environment.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS, and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

• Provide direct user assistance in addressing technical issues related to the Institute’s multi-platform and multi-operating system desktop environment
• Maintain desktop hardware and software installations, including laboratory Windows/Mac computer networks
• Diagnose, troubleshoot and resolve hardware, software or other desktop and system problems, including hands-on replacement of defective components where appropriate
• Monitor help desk queue and take necessary actions in coordination with the rest of the support team as well as other enterprise departments, to ensure high availability of research computing resources for all users
• Facilitate and monitor regular data backups and promote safe data practices among the research community
• Plan, coordinate and implement desktop security measures and policies to protect data, software, and hardware
• Collect metrics on the volume and quality of the support activities and work closely with internal administrative staff regarding regular data reporting and internal charges
• Create scripts to automate and streamline computer deployment and management
• Work closely with the scientific staff to anticipate requirements for computational infrastructure and help management to plan accordingly
• May investigate vendor products and recommend purchase of desktop hardware and software
• Represent the department to internal user groups
• May be responsible for user training sessions, training materials and documents.
• Performs other related duties as assigned / needed

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Extensive knowledge of MacOS, Windows, iOS operating systems and equipment
• Hands-on experience using Linux and HTML
• Experience with systems management applications such as KACE, MobileIron and Jamf
• Experience administering data backup solutions such as Crashplan
• Exceptional service orientation, excellent problem-solving abilities; keen attention to detail
• Excellent analytical, organizational and time management skills
• Ability to work under pressure with minimal supervision in a complex environment
• Demonstrated ability to work effectively in a highly collaborative technical team
• Strong interpersonal skills - ability to interact productively with users and colleagues of diverse seniority levels and professional backgrounds
• Ability to communicate technical topics to technical and non-technical audiences appropriately

MINIMUM JOB QUALIFICATIONS:

The role requires at least 2 years of experience in user-facing technical support and a bachelor's degree in software engineering or a related field, or equivalent industry experience.

SUPERVISORY RESPONSIBILITIES: None

PATIENT CONTACT: None