Job Information
Harvard University IT Support Associate in Cambridge, Massachusetts
66076BRAuto req ID:66076BRJob Code:403060 IT Support Associate I Department Office Location:USA - MA - Boston Business Title:IT Support Associate ISub-Unit:------------ Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :054Time Status:Full-time Union:55 - Hvd Union Cler & Tech Workers Basic Qualifications:
High School Diploma and/or Computer Certification required.
Must have 2 – 3 years of working experience in providing customer support and solving computer hardware and software issues.
Ability to successfully pass a comprehensive background check at hire.
Additional Qualifications and Skills:
A bachelor's degree in a technical field preferred.
Apple and A+ Certification is preferred.
Previous Harvard experience is a plus.
Audio Visual experience highly desirable.
Office 365 experience required. Excellent organizational, analytical, and verbal/written communication skills
The ability to work with end users at all levels of the organization are considered crucial to the success of an individual in this position.
Additional Information:This is a 6-month term position from date of hire.Department:Office of Administration and FinancePre-Employment Screening:Criminal, Education, IdentityJob Function:Information Technology Position Description:
Provides HSDM faculty, staff, and students basic technical support for routine and anticipated questions concerning the use of computer hardware, software, audio/visual and other specialized technology.
Manages and documents client support issues through Service Now.
Provides in-person services to community members.
Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate in clinical and research computer-related problems in a clinical/research environment.
Coordinates client equipment relocation, computer hardware and software installations and upgrades.
Completes imaging and re-imaging of machines using technologies such as LanDesk
Reviews asset management and documents support tickets, procedures, end-user instructions, and IT Intranet documentation as needed.
Assists with complex technical projects.
Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.
Acts as the primary support contact for all Audio Visual (A/V) media support within the school including setting up for special events, presentations, supporting faculty and staff when necessary.
Distribute, set-up, break-down, operate, and oversee use of AV equipment for all lecture halls, classrooms, event spaces, and conference rooms.
Setup and test all technology components prior to an event – live streaming functionality, video recording and projection, and audio reinforcement.
Quickly identify and correct technical issues prior to the start of an event.
Provide dedicated support as required for high profile events.
Ensures presenters are aware of technology and ready prior to the start of events and presentations.
Regular AV equipment maintenance, escalating to service work when necessary. Develop, update and inventory equipment, schedules and records.
Contributes to the mission and vision of HSDM and models the School’s core values in all facets of the work.
Performs other related duties as assigned or requested.
School/Unit:Harvard School of Dental Medicine 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:
Will require standing, kneeling, and walking for extended periods of time.
Must be able to lift up to 50 lbs.
This position may require spending time in the clinical/lab areas.
Occasional overtime may be required.
Working Conditions:
The primary work location for this position is Boston, MA. Per the University payroll policy all work (including remote) must be performed in a state in which Harvard is registered to do business. In order to be on Harvard payroll, you must reside in a University payroll registered state (https://tax.oc.finance.harvard.edu/payroll-taxes#::text=Harvard%20University%20may%20directly%20employ,states%20to%20allocate%20their%20state) .
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.
Harvard School of Dental Medicine cannot offer visa support or work permission for this opportunity.
Job Summary:
The IT Support Associate provides technical support to the HSDM community members and affiliates as part of the School’s Service Desk team by researching and answering questions on a broad range of IT topics, troubleshooting problems, providing first-contact resolution to clients wherever possible, and escalating to next level of support as appropriate.
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.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.
Work Format:On-Site Work Format Details:This position is based primarily on-campus, in Massachusetts. This may include in-person during emergency situations (if applicable). Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.