ITSC Service Tech Level I

Operations Activities (100%)
Responds to in-person visitors, phone calls, and Service Now Tickets in a timely manner, consistent with service level agreements.
Fulfills tier 1 issues and support requests through in-person meetings at the desk and via phone support.
Accurately records customer issues in Service Now; maintains and updates support documentation to assist in information sharing within the team
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Performs remote troubleshooting through diagnostic techniques and pertinent questions
Directs unresolved issues to the next level of support personnel
Provides accurate information on IT products and services
Follows-up and provides updates to customers
Maintains a consistent presence at the ITSC customer service desk, ensures the area is tidy and well maintained.
Basic Qualifications
Associate degree in an information technology area or at least 2 years of technical work experience.
At least one year of experience in a customer service role or equivalent environment
Strong working knowledge of computer systems, hardware and software.
Additional Qualifications And Skills
Excellent communication, presentation, and customer service skills.
Experience working in higher education
Experience with ServiceNow
Must be able to work additional hours during peak periods.
Ability to learn new technologies.
Working Conditions

NOTICE: Harvard will require COVID vaccination for all Harvard community members who will have any on-campus presence. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement and exceptions may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/ .