Help Desk Technician

03-Jan-2022

Faculty of Arts and Sciences

56296BR

Job Summary

Provide a single point of contact for end users to receive support and maintenance with the organization’s computing and AV environment. This includes installing, configuring, diagnosing, repairing, maintaining and upgrading all PC (Windows and Mac OS) hardware and equipment to ensure optimal workstation performance. The Support Technician will install, configure, support and maintain printers, copiers, scanner and AV equipment. This person will also troubleshoot problem areas in person, by telephone or via remote connection The IT Support Technician will report to the Client Support Technician and will work closely with other members of the technology department to support all end users.

Job-Specific Responsibilities

• Set up, maintain and troubleshoot Microsoft Windows and Apple Mac OS desktop, notebook and iPad computers.
• Provide support for events and teaching, including audio and video setup, operating equipment, and maintenance of equipment and repair.
• Install and configure software, upgrade, and backup of software and hardware applications.
• Set up and configure printers, scanners, and other peripherals.
• Maintain and troubleshoot classroom audio visual equipment.
• Document issue resolution using the help desk ticketing.
• Maintain inventory of all hardware and software resources and surplus equipment.
• Maintain excellent communication with all end users and other members of the technology department.

• Edit and update digital display units
• Monitor and maintain self-service portal
• Create User Documentation.
• Package, test, deploy, and update software.
• Must possess the ability to exercise judgment and take the initiative to rebuild, image, troubleshoot, and manage hardware and applications running on Windows/MAC OS, including office application, email and other critical applications.
• Other duties as assigned.

Basic Qualifications

   High school graduate with three years of experience in an IT environment.
Minimum two years of experience providing customer service. 

Additional Qualifications and Skills

College degree strongly preferred. Strong PC technical skills, including hardware and software configuration. Working understanding of the following technologies: Wireless networking, VoIP, MS server, file & print services, switching, routing and firewalls, Windows 7/10, Mac OS, imaging and automated deployment, conference room equipment, TCP/IP, DNS, DHCP, VPN connectivity active Directory, account provisioning and core configuration, service desk ticketing systems. Working knowledge of current iOS and handheld hardware.
Excellent communication and customer service skills; ability to multi-task.

Physical Demands
   
Must be able to push, lift and carry 35 pounds regularly.

Physical Requirements

Consistent with the new federal guidance, all Harvard employees must be fully vaccinated. Individuals may submit a request for exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement and exemptions may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/ .

Additional Information

Provide a single point of contact for end users to receive support and maintenance with the organization's computing and AV environment. This includes installing, configuring, diagnosing, repairing, maintaining and upgrading all PC (Windows and Mac OS) hardware and equipment to ensure optimal workstation performance. The Support Technician will install, configure, support and maintain printers, copiers, scanner and AV equipment. This person will also troubleshoot problem areas in person, by telephone or via remote connection The IT Support Technician will report to the Client Support Technician and will work closely with other members of the technology department to support all end users.

Job Function

Information Technology

Location

USA - DC - Washington

Job Code

403060 IT Support Associate I

Department

Information Technology

Union

55 - Hvd Union Cler & Tech Workers

Appointment End Date

11-Nov-2021

Pre-Employment Screening

Criminal, Education, Identity

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.

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.