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Harvard University Field Support Technician in Cambridge, Massachusetts

60567BRAuto req ID:60567BRJob Code:405016 IT Help/Support (N) Location:USA - MA - Cambridge Business Title:Field Support TechnicianSub-Unit:------------ Salary Grade ( :056Time Status:Full-time Union:55 - Hvd Union Cler & Tech Workers Basic Qualifications:

  • HS Diploma or equivalent required

  • Information technology work experience with Microsoft and Apple products

  • Ability to work occasional flexible schedule / off hours at peak demand times

Additional Qualifications and Skills:

  • Bachelor’s degree preferred

  • 3-5 years of related work experience desirable (experience while in college will be included)

  • Proven ability to work with enthusiasm and dedication to meet quality customer service standards

  • Must be able to work both independently and in a team-oriented, collaborative way in a high-pressure service environment, with the flexibility to handle a variety of demands.

  • Strong verbal and written skills and the ability to communicate effectively with different types of colleagues and end users.

  • Familiarity with architecture and environmental design disciplines helpful.

  • Computer Science or other technical / analytical training helpful.

Department:Computer Resources GroupPre-Employment Screening:Identity Job Function:Information Technology Position Description: TYPICAL DUTIES AND RESPONSIBILITIES:

  • Respond to support requests in timely and effective manner, communicating as needed with client(s) and other CRG, GSD & Harvard staff members

  • Utilize ServiceNow ticketing system, in collaboration with HUIT Helpdesk

  • Resolve user identity issues and access permissions (logins, passwords, and group memberships)

  • Troubleshoot wireless and wired networking connections for a variety of devices

  • Monitor, maintain and service an extensive collection of printers including large format

  • Prepare and deploy school-owned computers and provide training to end users

  • Install and troubleshoot design-related software ; document software installation and other procedures

  • Work with Media Services Technician to provide assistance, setup and training on proper use of multimedia and mixed-media equipment as required

  • Prepare, review, and maintain documentation for internal CRG staff and GSD end-users

  • Use databases, spreadsheets, and shared folders to manage lists and documents

  • Consult Knowledgebase Articles to resolve problems and document solutions

  • Collaborate with colleagues and system specialists to resolve more complex issues

  • Provide support and advice to GSD community end-users on IT-related matters, including Information Security and Privacy requirements and good practices

  • Stay abreast of broader developments in IT; attend annual training on IT/Support-related topics

  • Identify priorities and function with minimal supervision

  • Perform other tasks and duties as required, or directed by Manager or Team Lead


  • Coach/train student workers as needed

School/Unit:Harvard Graduate School of Design 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.Physical Requirements: Job requires lifting moderately heavy objects such as computers and paper deliveries.

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: . Job Summary: The Computer Resources Group (CRG) at Harvard University’s Graduate School of Design (GSD) provides IT services, support, and solutions to Faculty, Staff, Researchers and Students occupying multiple buildings on the Cambridge campus and working remotely. The Field Support Technician must be a versatile problem-solver focusing on a broad range of Tier 2 support issues, receiving work requests both in-person from walk-ins, by phone, Email, and Teams messages, and referred by Tier 1( HUIT On-Line ServiceNow Helpdesk system.)

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.