Within the Computational Solutions team under the Chief Health Information Office, the Frontline Support Engineer will enable cutting-edge bio-medical discovery and innovation by providing Information Technology services to pediatric cancer researchers.

Responsibilities include working closely with laboratories to administer and integrate computers in a multi-platform, multi-protocol, and multi-operating system environment. The position is part of a specialized group working to ensure high system availability through hands-on support.

The role requires a strong technical background, diagnostic and puzzle solving skills, ability to work collaboratively, and commitment to providing excellent service.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world-renowned clinicians, innovative researchers, and dedicated professionals as allies in the common mission of conquering cancer, HIV/AIDS, and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physicians and researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

• Apply Information Technology best practices to support and improve research operations.
• Work closely with life sciences staff to anticipate requirements for computational infrastructure and help management to plan accordingly.
• Create scripts to automate and streamline computer deployment and management.
• Provide direct user assistance in addressing technical issues including diagnostics and troubleshooting.
• Maintain Windows/Mac/Linux hardware and software installations and networks.
• Perform hands-on installation, upgrades, and replacement of equipment.
• Monitor help desk ticketing system queue and take actions in coordination with counterparts on the Frontline Support team and other enterprise departments.
• Facilitate and monitor regular data backups and promote safe data practices among the research community.
• Plan, coordinate, and implement computer security measures to protect data, software, and hardware and maintain compliance with Network Access Control and related policies.
• Collect metrics on the volume and quality of support activities and work closely with internal administrative staff regarding regular data reporting and internal charges.
• Investigate products and recommend purchase of computer hardware, software, services.
• Represent the department to internal user groups.
• Develop and provide user training sessions, training materials, and documents.

Preferred Knowledge, Skills, and Abilities:

• Bash, PowerShell, XML, scripting/programming ability in one or more languages
• Experience with systems management applications such as KACE, MobileIron, and Jamf
• Experience administering data backup solutions
• Extensive knowledge of macOS, Windows, iOS, Android/Linux operating systems and equipment
• Excellent analytical, organizational, and time management skills with keen attention to detail
• Ability to work under pressure with minimal supervision in a complex environment
• Demonstrated ability to work effectively in a highly collaborative technical team

• Strong understanding of Computer Science concepts including memory management, data structures, algorithms; Bachelor's degree in Computer Science, Computer Engineering, or related field preferred
• Excellent, precise verbal and written communications skills with ability to discuss issues in both technical and non-technical language

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law. 

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.