IT Software Distribution Specialist

Tufts Technology Services (TTS) is a university-wide service organization committed to delivering adaptable, results driven technology solutions in support of Tufts' mission of teaching, learning, research, innovation, and sustainability. With staff working remotely, hybrid and on campus across Tufts University, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile, and diverse community. We promote a collaborative, forward-thinking, flexible work environment, embrace diversity and inclusion, and encourage personal and professional development.

Fostering a culture of organizational citizenship and making others successful, demonstrating integrity, ethical conduct and optimism, active contribution and continuous learning enables staff to serve the goals and values of the University and creates a fulfilling and positive work experience for all.

The IT Software Distribution Specialist is responsible for managing distribution, managing license files, and handling requests of desktop/client software applications supported by Tufts Technology Services. The responsibilities include securing software license keys, install files, managing self-service model, managing incident tracking queue, and understanding software license requirements. Work closely with Client Support Services, Desktop Engineering, and various TTS technical teams as well as our software vendors, to provide appropriate software information to Tufts Community. They will also be responsible for working with our self-service vendor to identify new processes and/or streamlining the efficiency of existing software distribution processes, especially as relates to self-service and ease of access to community.

• Manage a portfolio of software licenses, including renewals, inventory management, and overseeing network license servers, while also managing client/desktop software license requirements to ensure the community can install software in the appropriate environments such as Windows, Mac, VDI, Labs, and through our self-service model.
• Collaborate with the Desktop Engineering to ensure a successful distribution model of software which entails access to software portals, license keys, install files, and testing.
• Manage the software license incidents which includes requests for software access, license inquiries, and transferring to appropriate school/department. Update incidents in a timely manner, prioritize incoming tickets and existing work, complete tickets within acceptable time frames.
• Develop end-user and technical (for support personnel) documentation on each software license to include in the Knowledge Base and software web pages.
• Assist with the financial aspects of renewals, collaborate with IT Acquisitions on TTS application renewals, work directly with departments to renew their software, and complete expense forms when needed.
• Manage vendor relationships, including overseeing our self-service vendor.

Basic Requirements:

• Knowledge and experience typically acquired through an Associate's Degree plus 3-5 years of experience in a professional environment OR a High School Diploma plus 7 years of related professional experience.
• Knowledge of configuration and installation of Microsoft Windows, macOS, Microsoft Office suite, Antivirus software, TCP/IP. Also knowledge of endpoint management solutions such as Microsoft InTune, Microsoft SCCM/MECM, JAMF Pro/Casper.
• Demonstrated experience with interpreting permitted uses and restrictions in software license contracts to assess the distribution to community.
• Extensive knowledge of compliance pertaining to the implementation, distribution and utilization of the various software license models described within software licensing agreements.
• Strong knowledge of trouble ticket systems (e.g. Service Now, ZenDesk, Remedy)
• Strong organizational, analytical skills, and attention to detail skills are a vital part to the overall success of this position.
• Excellent time management skills
• Demonstrated ability to deliver professional customer service, consultation, effective team, and project work.

Preferred Qualifications:

• Experience in higher education environment
• Experience in IT environment
• Bachelor's Degree in Information Technology