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POSITION SUMMARY: 

Under the general supervision of the Associate CIO or Manager of Research Technology, the Associate Linux Support Engineer will assist with the implementation, maintenance and support of Linux based desktops, workstations, and servers with a focus on large-scale enterprise-wide solutions for the University. As an Associate Linux Support Engineer, you will provide technical assistance and support to end users for Linux-based desktop systems. Your role will involve troubleshooting and resolving software and hardware issues, installing and configuring Linux operating systems, and maintaining user accounts and permissions. This is an excellent opportunity for an entry-level professional looking to develop their skills in Linux desktop support and gain hands-on experience in a dynamic work environment.

The Associate Linux Support Engineer is part of an innovative team devoted to implementation and support of the Universitys research computing strategy and providing best in class solutions and services for UMass Chan Medical School. As a member of the team, you will work closely with clients, project / program managers, and other IT teams designing and implementing solutions in accordance with the Universitys strategic and tactical goals.

ESSENTIAL FUNCTIONS:

• Provide technical support to end users regarding Linux desktop operating systems, applications, and hardware-related issues.
• Troubleshoot and resolve software and hardware problems, including diagnosing and repairing system malfunctions.
• Respond promptly to user inquiries via email, phone, or in-person, and provide efficient and effective solutions.
• Assist with the installation, configuration, and maintenance of Linux operating systems and related software.
• Create, modify, and delete user accounts and permissions according to company policies and procedures.
• Manage user access rights and ensure data security and integrity.
• Maintain accurate and up-to-date documentation of support procedures, troubleshooting steps, and user guides.
• Contribute to the development and improvement of the knowledge base by documenting recurring issues and their resolutions.
• Provide training and support to end users on software applications and system features.
• Collaborate with other members of the IT team to resolve complex technical issues and escalate problems when necessary.
• Participate in team meetings, sharing knowledge and insights to improve the overall support process.
• Stay updated with emerging technologies, trends, and best practices in Linux desktop support.
• Participate in operational support to ensure service reliability
• Perform other duties as necessary

REQUIRED QUALIFICATIONS:

• Bachelors Degree in Computer Science, IT related field or equivalent experience
• 1-3 years of IT technology experience
• 1-3 years of experience with Linux-based operating systems
• Understanding of operating cloud services, including monitoring/alerting, cloud security and problem resolution
• Basic understanding of Linux operating systems and command-line tools.
• Familiarity with desktop hardware components and peripherals.
• Strong problem-solving skills with the ability to analyze and troubleshoot technical issues.
• Excellent communication and interpersonal skills to effectively interact with end users and team members.
• Ability to work independently and in a team-oriented environment.
• Attention to detail and strong organizational skills.
• Customer service-oriented attitude with a commitment to delivering high-quality support.
• Basic scripting or programming knowledge (e.g., Bash, Python).

PREFERRED QUALIFICATIONS:

• 1-3 years of experience working in a cloud environment (AWS, Azure, GCP)
• Working experience with performance tuning and capacity management.
• Familiarity with secure remote access (SSH, VPN).
• Knowledge of basic networking technologies and protocols.
• Experience with basic Linux firewalls and security.
• Proficient in Linux command shells and scripting.
• Ability to communicate effectively in writing
• Demonstrated ability to provide documentation
• Strong interpersonal and communication skills