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Company Name:
Harvard University
Approximate Salary:

Cambridge, Massachusetts
United States
Business Development
Position type:
Experience level:
Education level:

IT Support Analyst

Harvard University

IT Support Analyst
Harvard Law School

Duties & Responsibilities
HLS Technology Support Services provides high touch, high quality customer service to our community of faculty, staff, and students. We are looking for a driven end-point technician to bring their skills and experience to our diverse team. As a Technology Support Analyst (TSA), you will be an integral part of the support services team, focused on desk-side assistance. You will be prompt in your responses to service requests, maintain excellent communication with your customers, and have an enthusiastic approach to teamwork and collaboration. You will demonstrate superior technical skills, customer empathy, and an inquisitive and positive attitude. You will demonstrate sound judgment, maturity, and ownership of work assignments, while you balance shifting priorities to accomplish individual and team goals.

At HLS, we seek to become the best support group in higher education. We are searching for a new team member to join us and help us on our journey to bring HLS TSS to a higher level of service and quality.

Essential Functions:

  • Monitor incoming service channels and ticketing system, and respond to customer requests in a timely manner.
  • Accurately records customer issues into the tracking system; maintains and updates support documentation to assist in information sharing within the team.
  • Takes ownership of customer issues from first contact, and is accountable for the solutions and customer experience delivered until the issue is resolved.
  • Provides technology support for faculty and staff via desk-side field visits. Responsible for working independently to address complex technical issues using analytical and critical thinking skills.
  • Act as an ally to other members of the support team by being approachable, collaborative, and friendly, providing whatever aid they can to assure that customer issues are being addressed in timely and precise manner.
  • Work collaboratively with third-level technicians and Enterprise Infrastructure Group colleagues in testing new technologies, deployment trials, and skill sharing.

Basic Qualifications
BA/BS strongly preferred or equivalent combination of education and experience. Minimum of 3 years of related experience with computers and providing customer service in a technological environment, including working directly with end users in the field.

Job Function
Information Technology

Sub Unit

USA - MA - Cambridge

ITS-Technology Support Services

Time Status

55 - Hvd Union Cler & Tech Workers

Salary Grade

Pre-Employment Screening
Criminal, Education, Identity

35h per week.
Mon-Fri 8:30-4:30, 9:00-5:00, 9:30-5:30; rotating weekly.

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 or any other characteristic protected by law.