About the position
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.
Responsibilities
- Support a broad range of systems and applications providing support both on-campus and remotely.
- Focus on general desktop support, deployment, and administration.
- Manage and support mobile devices.
- Provide printer support, technical training, and knowledge management.
- Consult on personal solutions and implement projects.
- Administer security measures.
- Provide high level, white glove support to VIP customers.
- Participate and advise in the definition of desktop and applications standards, images, processes, and policy governance.
- Collaborate with faculty, researchers, and staff to streamline business processes using IT solutions.
- Perform administration for IT services including user accounts, file/print, backup/restore, virtualization, storage, and e-mail.
- Assist with security administration and user backup and recovery.
- Identify, research, diagnose and escalate production problems.
- Participate in project work including non-business hour deployments.
- Provide 2nd and 3rd tier support for installation, implementation and troubleshooting of complex hardware and software issues.
- Perform other duties as required.
Requirements
- 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.
- Related work experience supporting various desktop applications (MS Office, Outlook/Exchange, and various web browsers).
- Demonstrated ability to master new software applications and technologies.
Benefits
- 90-day orientation and review period.
- Encouragement for employees to be up to date on CDC-recommended vaccines.
- Accessibility accommodations for individuals with disabilities.
