Technical Support Engineer

18-May-2022

Harvard University Information Technology

58280BR

Position Description

Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to delivering service and technological solutions in support of teaching, learning, research, and administration.  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 on-campus 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 a high-level white glove support to VIPs including Undergraduate and Graduate students.

The unifying characteristics of the position are;

• outstanding customer service skills
• versatility & breadth in technical skills
• strong organizational skills
• attention to detail
• the ability to take ownership where appropriate and to assist various teams and projects successfully accomplish their objectives

The ideal candidate will;

• thrive on variety in their daily work, on interaction with customers, and on working with a wide range of technologies
• analyze and resolve 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, students, 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.
• Participate in project work as required, including non-business hour deployments (e.g. nights and weekends) Performs other duties as required.

Basic Qualifications

• BA/BS or equivalent experience preferred
• Must have at least 2-3 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/Zoom
• 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

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

Interview and onboarding activity for this position may be conducted via telephone & Zoom video conferencing.

This position will be based in Cambridge, MA.  HUIT actively supports hybrid work where business and team needs allow. Additional detail will be discussed during the interview process.  All remote work must be performed in a state in which Harvard is registered to do business (CT, MA, MD, ME, NH, NY, RI, and VT).

A majority of this 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.

The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements . Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/ .

Harvard continues to place the highest priority on the health, safety and wellbeing of its faculty, staff and students, as well as the wider community. Information and details can be found via Harvard’s Coronavirus Workplace Policies website: https://hr.harvard.edu/corona-virus-workplace-policies .

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.

More about HUIT:
Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University.  Our mission is to assure Harvard’s leadership in IT. We strive to make it easier for faculty, students, and staff to teach, research, learn and work through the effective use of information technology.  HUIT’s core values are User Focused, Collaborative, Innovative and Open.

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/

Total Rewards:
Harvard’s Total Rewards Program is designed to attract, retain, and reward the performance of talented employees. As a Harvard staff member, you enjoy many perks that come with working for one of the top employers in Massachusetts, including:

Paid Time Off: 3 - 4 weeks accrued vacation days, 12 accrued sick days, 12.5 paid holidays plus winter recess, and 3 personal days awarded each calendar year.

Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans.

Retirement: University-funded retirement plan with full vesting after 3 years of service.

Tuition Assistance Program (TAP): $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.

Harvard University Employees Credit Union: Our employees credit union provides a complete line of services for all your financial needs. https://huecu.org

Transportation: 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.

Wellness options: A variety of programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.

Access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.

Learn more: https://hr.harvard.edu/totalrewards

Accessibility:
Harvard University IT plays an important role in supporting Harvard's commitment by seeking to create, procure and deploy technologies that are accessible to all, including and especially those who live with disability. Harvard welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please contact our University Disability Resources Department.

Job Function

Information Technology

Location

USA - MA - Cambridge

Job Code

403123 Info Tech Support Associate II

Department

End User Services

Union

55 - Hvd Union Cler & Tech Workers

Pre-Employment Screening

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.