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67590BRAuto req ID:67590BRJob Code:403123 Info Tech Support Associate II Department Office Location:USA - MA - Cambridge Business Title:Technical Support EngineerSub-Unit:------------ Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :055Time Status:Full-time Union:55 - Hvd Union Cler & Tech Workers Basic Qualifications:

• Must have at least 2+ years’ experience with Apple and Microsoft operating systems and hardware in a computer support related setting; experience working in a networked environment.

• Must have related work experience supporting various desktop applications (MS Office, Outlook/Exchange, and various web browsers). Broad software application skills desired.

• Demonstrated ability to master new software applications and technologies.

Additional Qualifications and Skills:The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

• Ability to interact with technical staff and work in a team-oriented customer focused environment.

• Demonstrated ability to communicate professionally and effectively with a wide range of technical and non-technical users using numerous tools both orally and in writing (e.g., MS Teams, Slack, email, etc.)

• Works to meet the goals of HUIT with enthusiasm and a spirit of cooperation.

• Demonstrated ability providing remote support using tools such as Bomgar and/or Zoom in a hybrid work environment.

• Experience working with high level VIP’s providing white-glove support.

• Experience with Apple and Dell hardware repairs preferred.

• Willingness to learn and support new technologies.

Additional Information:Please provide a cover letter with your application.

Please note:

• Harvard University requires pre-employment reference and background screening. 

• We are unable to provide work authorization and/or visa sponsorship. 

• This position has a 90-day orientation and review period. 

The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up to date on CDC-recommended vaccines.

Accessibility:

Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request an accommodation or have questions about the physical access provided, please contact our University Disability Resources Department.  Department:Client ServicesPre-Employment Screening:Identity Job Function:Information Technology Position Description:Harvard University IT is a community of Information Technology professionals committed to understanding our users and devoted to making it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology.  We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise.  HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment.  If you are a technically proficient, nimble, user-focused and accountable IT professional who also connects with the importance of collaborating well in a team environment we are looking for you!

This position will be responsible for supporting a broad range of systems and applications providing support both on-campus and remotely with a focus on general desktop support, deployment, and administration, mobile device management and support, printer support, technical training and knowledge management, personal solutions consulting, project implementation, and security administration. This position will also be responsible for providing high level, white glove support to VIP customers. The unifying characteristics of the position are outstanding customer service skills, versatility and breadth in technical skills, strong organizational skills and attention to detail, the ability to take ownership where appropriate, and the ability to assist various teams and projects successfully accomplish their objectives. Ideal candidates thrive on variety in their daily work, on interaction with customers, and on working with a wide range of technologies.  Analyzes and resolves complex customer and technical problems involving multiple technologies and platforms.  Recommend equipment and application purchases for customer base. Explore, test, and implement new IT solutions and services as required, with the goal of standardization.

Standards and Process Development:

• Participate and advise in the definition of desktop and applications standards, images, processes, and policy governance to improve technical services. Assess, QA, document, and train on desktop and applications solutions.

• Collaborate with faculty, researchers, and staff to streamline business processes using information technology solutions.

• Perform administration for IT services as appropriate and required including user accounts, file/print, backup/restore, virtualization, storage, e-mail.

• Provide assistance and support for security administration, mail, file servers and assisting users with backup and recovery.

• Identify, research, diagnose and escalate (as needed) production problems such as defects, questionable functions, errors, and inconsistencies in systems function.

• Participate in project work as required, including non-business hour deployments (e.g., nights and weekends)

• Provide 2nd and 3rd tier support for installation, implementation and troubleshooting of complex hardware and software issues to both Desktop support and Service Desk teams.

• Performs other duties as required.

School/Unit:Harvard University Information Technology EEO Statement: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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.Physical Requirements:

• Continuous walking, standing, sitting, and manual dexterity.

• Frequent bending, lifting, handling, and reaching.

• Occasional push/pulling, squatting, and climbing.

• Ability to lift 50lbs.

Working Conditions:

• Majority of work is performed in an office setting. There will be requirements to travel in between buildings and offices across campus outside where you will be dealing with the elements.

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.Benefits:We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.

• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.

• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.

• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.

• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.

• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.

• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.

• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.

• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Work Format:On-Site LinkedIn Recruiter Tag (for internal use only):#LI-BT1Work Format Details:HUIT actively supports hybrid work where business needs allow. This position will require up to 5 days a week onsite, and the hire must live in a commutable state (Massachusetts, Maine, New Hampshire, Rhode Island, Vermont). All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.About Us:

More About HUIT:

Our Mission: huit.harvard.edu/about

We empower the Harvard community with essential and transformative technologies to advance education, knowledge, and discovery.

HUIT’s core values are:

• Human-centered

• University-focused

• Innovation-driven

• Team-oriented

IT Academy (designed for IT Staff):

HUIT’s IT Academy aims to enable each IT staff person to grow professionally and become a trusted partner to her or his team. The IT Academy is built on the belief that every IT staff member across the University (including technology employees at each school and campus) can grow in her or his area of expertise as well as building strong people and project management skills. Learn more here: https://itacademy.harvard.edu/