Technology Support Analyst (TS at Harvard University in Cambridge, Massachusetts

Job Description:

Harvard University


Position Title: Technology Support Analyst (TS

Req ID: 66138BR

School or Unit: Harvard Law School

Description: Job Summary

The Technology Support Services (TSS) group within HLS Information Technology Services (ITS) provides high-level technological and customer support to our community of students, faculty, and staff. The Technology Support Analyst (TSA I) takes the initiative to meet our customers' needs by working independently and collaboratively across ITS teams to deliver timely, high-quality solutions for high-profile events, complex issues, new technologies, and projects. The TSA I approach all customer interactions with empathy and a positive attitude, engaging effectively with diverse technical and non-technical clients.

Position Description

As a TSA you will:

• Proactively address customer requests through service channels and ticketing system, including technical and process escalations from the Customer Support Services (CSS) team.
• Take ownership of customer issues and identify opportunities for creative solutions to meet customer needs across faculty, staff, and student communities.
• Consult with faculty, critical administrative departments, and external customers to understand unique technology needs and provide classroom and event pre-production services.
• Perform intermediate, advanced, and high-profile audiovisual event support, including videography and post-production services.
• Work collaboratively with ITS colleagues on all levels, covering for Customer Support Services (CSS) group when needed, testing and deploying new technologies in alignment with Enterprise Infrastructure Group (EIG), and providing training and skill sharing to ITS and the HLS community as a whole.
• Lead, participate, and continually improve upon large- and small-scale operational technology projects and tasks.
• Develop and maintain process and policy documentation for the Services team.
• Perform other duties as required.

Basic Qualifications

Minimum of 3 years of experience relevant to the essential responsibilities and providing technical customer service.

Additional Qualifications and Skills

We are looking for people with:

• Interpersonal communication skills with dedication to providing high-level customer service.
• Strong analytical and critical thinking skills with a mind to resolutions.
• Maturity, professionalism, and good judgment.
• Ability to organize and coordinate workload independently among consistent deadlines and shifting priorities.
• Aptitude to learn, retain, and teach technical skills and institutional knowledge to junior staff.
• Working knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM) principles and best practices is a plus.
• Background in higher education is a plus, as are industry-standard hardware/software certifications (i.e., Microsoft, Apple, CompTIA+).

Additional Information

We regret that Harvard Law School is unable to provide visa sponsorship for staff positions.



All offers to be made by HLS Human Resources.

About Us

Be a part of excellence and leadership in legal education and scholarship at Harvard Law School. We are a community of talented people from diverse backgrounds, lived experiences, and perspectives, dedicated to advancing the cause of justice all over the world. We value our differences and our diversity as a source of strength. We are committed to developing and inspiring our students and our workforce. Whoever you are, whatever you do, however you do it, Harvard Law School is a place where you can thrive.

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.

LinkedIn Recruiter Tag (for internal use only)

#LI-MH1

Department Office Location: USA - MA - Cambridge

Job Code: 403123 Info Tech Support Associate II

Job Function: Faculty & Student Services, Information Technology

Work Format: On-Site

Sub Unit: ------------

Salary Grade: 055

Department: Information Technology Services


Union: 55 - Hvd Union Cler & Tech Workers

Time Status: Full-time

Pre-Employment Screening: Criminal, Identity

Schedule: This role will occasionally be required to work outside of normal business hours and may be called during off hours. May be required to work Veterans Day, Presidents Day, Alumni Reunions Weekends, Admitted Students Weekends, and other holidays/weekends as needed to support HLS Events and Activities. This position rotates weekly through a 7 hour per day rotating schedule (35h per week), to cover our service hours.

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.

EOE 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.

PI243005136

Apply Now