Gordon-CenSSIS Systems Coordinator

Northeastern University; Boston (MA); Hybrid; USD 75,000 - 110,000; Full time

Job summary

Northeastern University’s Gordon-CenSSIS group is seeking a Systems Coordinator to manage research computing systems, support faculty, staff, students, and contractors, and maintain network services.

Reporting to Senior Director, this role requires 2–4 years of hands-on IT experience in Windows, Linux, and desktop support, plus strong customer service and problem-solving skills. Hybrid position based at Boston with occasional travel.

Qualifications

• 2–4 years of experience resolving hardware, software, and related system problems for business users.
• Experience supporting connectivity and troubleshooting of Windows, Macintosh and Linux desktops and laptops.
• Experience with Microsoft 365 apps (Outlook, etc.) and a portfolio of software applications.
• Windows Server Administration and Linux Server Administration.
• Strong customer service, communication, and organizational skills.

Responsibilities

• User Support: provide 1st, 2nd and some 3rd tier technology and telecommunications support in person or virtually.
• System Administration: monitor, maintain, and troubleshoot servers and networks; configure new computers and peripherals.
• License management and hardware coordination: software license management and coordinate repairs with vendors.
• Documentation and Training: create and update user guides and training materials.
• Travel to Burlington, MA campus; hybrid position and after-hours support as needed.

Skills

End-user IT support

Device & OS troubleshooting

Windows/Linux/macOS support

Microsoft 365 suite

Windows Server Administration

Linux Server Administration

Customer service

Physical ability

Education

Bachelor's degree preferred

Tools

VMware

WordPress

Drupal

HTML

CSS

LDAP

NFS

CIFS

DNS

DHCP

Adobe Suite

MATLAB

Zoom

WebEx

Microsoft 365

Job description

About the Opportunity

Job Summary: The Bernard M. Gordon Center for Subsurface Sensing and Imaging Systems (Gordon-CenSSIS) and its affiliates, including the ALERT (Awareness and Localization of Explosives-Related Threats) DHS Emeritus Center of Excellence (COE), Engineering PLUS NSF INCLUDES Alliance (Engineering PLUS) and the SENTRY (Soft-target Engineering to Neutralize the Threat Reality) DHS COE, is currently seeking a talented individual to fill the role of Systems Coordinator. As part of the Gordon-CenSSIS Computer Services Team, the Systems Coordinator will manage and maintain Gordon-CenSSIS and its affiliates research systems, computers, and network services while providing expert and friendly technical support to faculty, staff, students, and contractors. This person must be able to work both independently and collaboratively on projects; keep long-term projects on track; and meet day-to-day support needs of the center community in a professional and friendly manner.

This role reports to the Senior Director of Research Computing Technical Program Development and requires an established working base of knowledge and experience, a demonstrated ability to learn and an interest in acquiring new technical skills. The candidate must have at least 2-4 years' experience in resolving computer hardware, software, and related system problems for business users with a focus on customer service, as well as systems administration for both Windows and Linux. They should be proficient with windows administration tools, networking fundamentals and have an excellent knowledge of computer hardware and software. Exceptional analytical and problem solving skills are required. Excellent verbal and written communication, time management and organizational skills are essential for success. Position requires that individual be able to work independently yet also possess extensive customer service relationship skills.

Minimum Qualifications

A Bachelor's degree is preferred, but not required.

The ideal candidate must have a minimum of 2-4 years applicable experience in:

• End-user IT support in a business or academic environment.
• Extensive experience supporting connectivity, maintenance and troubleshooting of mobile devices, personal computers, Windows, Macintosh and Linux desktop and laptops.
• Microsoft Outlook and other Microsoft 365 products as well as a portfolio of software applications for both personal productivity and collaboration (Adobe Suite, Matlab, Zoom, WebEx, etc).
• Windows Server Administration
• Linux Server Administration
• The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service.
• Excellent interpersonal, communication and organizational skills are required.
• Ability to lift and carry objects weighing up to 25 lbs.

Additional desirable qualifications

• Experience working in a multi-organizational academic research environment
• Experience with VMware virtualized servers and desktops
• Familiarity with basic TCP/IP network protocols and services: LDAP, NFS, CIFS, DNS, DHCP
• Working knowledge of CMSs (Wordpress, Druple), HTML, CSS
• Familiarity with service desk applications and/or incident management environments
• MCSE, Linux, or VMware certifications
• ITIL certifications
• Experience in AV media and telephony.

Key Responsibilities & Accountabilities

• User Support - Provide effective and timely 1st, 2nd and some 3rd tier technology and telecommunications support, both virtually and in person which includes: troubleshooting and repair of operating systems, applications, and network issues, mobile device issues, answering questions regarding application use, and the installation of software to members of Gordon-CenSSIS and affiliates faculty, staff, students, contractors, and partners as needed. Help users with Northeastern and center managed services such as file sharing services, online portals and tools, user accounts, web sites, mailing lists, etc. Ensure proactive measures are taken to identify potential customer problems by reviewing customer history for open issues or trends. Determine root causes of continuing issues. Ability to determine when escalation to 3rd tier support and or vendors is required. Perform security evaluation and remediation as needed.
• Systems Administration and Management - Provide administration, monitoring, and maintenance for computer servers and systems; troubleshooting and emergency response in case of problems including network troubleshooting. Set up and configure new computers and peripherals. Software license management and administration. Coordinate hardware repairs with vendors and service providers when needed.
• Documentation and Training - Writ
• Travel to Burlington, MA campus and outside of regular business hours will occasionally be required. This is a hybrid position.