ITSC Service Support Technician

Harvard Graduate School of Education

56144BR

Job Summary
IT Service Center Support Technicians are the first tier of the Harvard Graduate School of Education (HGSE) Service Center support team. They provide technology support to the HGSE faculty, staff, and students primarily through our service desk, phone, email, and remote-support tools. Our Service Center staff maintains a consistent focus on our customers' by developing and demonstrating proficiency in our Service Mindset and Trusted Advisor competencies. They resolve customer service requests by providing timely, high-quality resolutions on first contact and refer those they cannot resolve quickly or remotely to other technology teams after ensuring they are properly documented and prioritized each request.

The ideal candidate will be an energetic quick learner with prior phone and in-person support experience, have solid technical skills and experience supporting both Microsoft and Apple personal computing environments, and demonstrate superior interpersonal and communication skills.

Job-Specific Responsibilities
Essential Functions:
Monitor incoming service channels and ticketing system and respond to customer requests in a timely manner.
Takes ownership of customer issues from first contact assuring that the customer knows the person receiving their issue or request is dedicated to assisting them; further not letting the issue or request go until the customer has an answer, or until they are connected directly with the appropriate resource.
Provides knowledgeable technical support via the phone, walkup, remote tools, and escalating when appropriate
Accurately records customer issues into the tracking system; maintains and updates support documentation to assist in information sharing within the team.
Builds, configures, deploys, and maintains personal computing products including desktops, laptops, tablets, research workstations, and mobile devices
Distributes, sets-up, breaks-down, operates, and oversees the use of multimedia equipment including video recording and projection, audio reinforcement and recording, document cameras, data projection, computers, and additional multimedia equipment for lecture halls, classrooms, event spaces, and conference rooms
Captures and maintains accurate technical documentation and knowledge management content (internal and customer facing).
Acts as an ally to all other members of the support team, by being approachable, sharing, and friendly, providing whatever aid they can to assure that customer issues are being addressed in timely and precise manner.
Organizes and participates in technology and operational projects
Organizes/coordinates workload independently among constant deadlines and shifting priorities.
Reviews existing processes, policies, knowledge assets and services for improvement opportunities, and works with management and senior peers to implement necessary changes
Occasionally required to work outside of normal business hours, and may be called during off hours
Must be able to individually lift and move computer equipment up to 50 pounds, and periodically up to 100 pounds with the assistance of others

Please note that the work schedule for this role will be finalized after the 90 day(s) orientation and review period. During the O&R period, the position will work a standard work schedule of 7 hours daily.

Basic Qualifications
3-4 years of technical support experience including at least two years of help desk experience.
A+ Certification or ability achieve it within the first three months of employment
Apple Certified Associate certification (within two OS levels) or ability to achieve it within first 3 months of employment
Dell Technician Certification (to be completed within 12 months of start date)
Harvard IT Academy Core Certifications, including IT Infrastructure Library (ITIL) Foundations (to be completed within 12 months of starting)
Occasionally required to work outside of normal business hours, and may be called during off hours
Must be able to individually lift and move computer equipment up to 50 pounds, and periodically up to 100 pounds with the assistance of others
Please note, failure to achieve the required certifications during the specified time frame will result in job loss.

ADDITIONAL INFORMATION
Please submit a resume and cover letter.
BA/BS strongly preferred
Excellent oral communication and interpersonal skills with a strong dedication to customer service
Excellent written communication skills.
Experience working in a managed enterprise technology environment
Experience working with video and audio conferencing technology
Knowledge of and experience working the video recording and editing tools
Proactive problem-solving skills and ability to work under stress and time pressure
Aptitude to learn, retain, and teach technical skills
A knowledge of IT Service Management (ITSM)
The duties listed above are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Working Conditions
We regret that the Harvard Graduate School of Education does not provide Visa sponsorship.
Monday through Friday 35 hours per week.
This position will be based in Cambridge. All work must be performed in a state in which Harvard is registered to do business (CA, CT, MA, MD, ME, NH, NY, RI, and VT).
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/.

Job Function:Information Technology
Commitment to Equity, Diversity, Inclusion, and Belonging: Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.