IT Support Operations Coordina at Harvard University in Boston, Massachusetts

Job Description:

Harvard University


Position Title: IT Support Operations Coordina

Req ID: 66858BR

School or Unit: Harvard Business School

Description: Position Description

Are you excited by the idea of joining a world-class organization at the intersection of higher education and business? Do you enjoy working with others to solve challenges and unlock possibilities? Do you want a career as a peer leader working with both people and technology? If so, consider joining us as an IT Support Operations Coordinator! The Technology Support Services (TSS) team at Harvard Business School (HBS) delivers and supports premium technology offerings that enhance and creatively advance the teaching, learning, research, and work carried out by HBS community members.

The IT Support Operations Coordinator works as part of the TSS team to provide timely, high-quality IT support to HBS community members. They do so directly, addressing complex customer requests via phone, email, remote and in-person interactions, as well as indirectly by overseeing key support, operational, and technical procedures that deliver value to the HBS community. They participate in or lead internal & external small-to-medium projects and ongoing initiatives, maintain strong relationships with key customer groups; oversee the work of contingent workers as needed; and serve as an escalation point and knowledge resource for those procedures they manage.

The ideal candidate will complement expert technical skills and significant experience supporting users with maturity, professionalism, and superior communication and organizational skills. They can quickly absorb and synthesize information to turn knowledge into action.

Responsibilities:

• Manage a work queue of complex, high-priority internal and external work, and lead TSS' response to addressing service escalations of all kinds
• Resolve or support others in resolving technical issues and service requests related to HBS-managed hardware/software, and create/maintain knowledge articles to aid in resolution
• Consult with users and departments to recommend standard or custom solutions to stated business needs, and work with teammates to implement the solutions
• Oversee temporary staff responsible for delivering critical personal computing services to campus, including monitoring and managing vendor performance to agreed levels, collaborating on process improvements, and collaborating on resource planning to meet future demand
• Act as key participant in relationship between TSS and key campus groups to plan projects, coordinate activities, gather feedback, and execute on operational initiatives
• Complete other responsibilities as assigned

Basic Qualifications

• High School diploma, GED, or equivalent is required
• Minimum of five years of relevant work experience is required
• Education beyond high school may count toward experience.

Additional Qualifications and Skills

The following are preferred:

• Experience as an IT support analyst supporting Microsoft and Apple personal computing products, and/or in overseeing IT support analysts, in a managed enterprise environment
• Extensive experience in collaborating with others to solve problems and accomplish goals
• Superior interpersonal and written/verbal communication skills, including ability to easily present technical concepts to customers in non-technical language, and ability to create and revise accurate documentation for customer and internal use
• Ability to work independently and to rapidly learn and retain new skills and knowledge
• Background in higher education
• IT ITIL and ITSM experience
• Excellent interpersonal and communication skills

Working Conditions

The following is preferred:

• ITIL Foundations certification

Working Conditions

• Additional support outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, may occasionally be required

Additional Information

This role is approved for a 1-year term which begins on the first day of employment. This role requires that you are onsite at our Boston, MA-based campus as this role is not eligible for remote and/or hybrid work.

This is a 40 hours/week, overtime-eligible position.

We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role.

Harvard Business School will not offer visa sponsorship for this opportunity.

Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences. Explore more about HBS work culture here: https://www.hbs.edu/employment.

About Us

Harvard Business School (HBS) IT is a nimble, innovative, strategic partner who crafts, delivers, and supports the pioneering technology solutions that connect, enable, and inspire the HBS community to educate leaders who make a difference in the world. Visit our website for more information https://www.hbs.edu/information-technology/about-us.

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.

Department Office Location: USA - MA - Boston

Job Code: 403123 Info Tech Support Associate II

Job Function: Information Technology

Work Format: On-Site

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

Salary Grade: 055

Department: Information Technology

Salary Range: $76,000 - $79,500, salary commensurate with experience

Union: 55 - Hvd Union Cler & Tech Workers

Time Status: Full-time

Pre-Employment Screening: Criminal, Identity

Schedule: 40 hours per week, to be determined by manager

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.

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