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66519BRAuto req ID:66519BRJob Code:405016 IT Help/Support (N) Department Office Location:USA - MA - Cambridge Business Title:Senior Technical Support EngineerSub-Unit:------------ Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :056Time Status:Full-time Union:55 - Hvd Union Cler & Tech Workers Basic Qualifications:

• 4+ years’ experience with Macintosh and Windows operating systems and hardware in a computer support related setting.

Additional Qualifications and Skills:

• Experience

• in maintaining and repairing hardware, including peripheral devices.

• troubleshooting network infrastructure, testing, and configuring networked devices.

• supporting various desktop applications (MS Office, Outlook/Exchange, and IE).

• Valid driver’s license as you may be required to drive the departmental van, when necessary

• Broad software application skills desired.

• Demonstrated ability to master new software applications and technologies.

• Must possess clear/precise written/oral communications skills, ability to interact with technical staff and work in a team-oriented customer focused environment.

• Ability to make decisions independently on operational issues.

• Communicate effectively with people at vastly different technical levels, prioritize workload, meet deadlines for a diverse customer base, and have ability to develop strong working relationships with internal managers and external vendors.

• Performs other duties as required.

Additional Information:

Please provide a cover letter with your application.

Please note:

• Harvard University requires pre-employment reference and background screening.

• We are unable to provide work authorization and/or visa sponsorship.

• This position has a 90-day orientation and review period.

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.

Accessibility:

Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request an accommodation or have questions about the physical access provided, please contact our University Disability Resources Department.

Department:Administrative Technology ServicesPre-Employment Screening:Identity Job Function:Information Technology Position Description:Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to delivering service and technological solutions in support of teaching, learning, research and administration. We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise. HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment. If you are a technically proficient, nimble, user-focused, and accountable IT professional who also connects with the importance of collaborating well in a team environment, we are looking for you!

This position is a senior role on the OT Operations Team that involves working collaboratively in a dynamic, can-do, fast paced environment supporting HUIT Support Services customers and various Business Units of Campus Services.

While this is a grade 56 Sr. Technical Support Engineer focused on Operational Technologies, there is an opportunity for this to be a grade 55 Technical Support Engineer.

Harvard University is a prestigious Global brand in Higher Education and has a mission devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. Harvard University is also one of the top employers within Cambridge, MA with more than 20,000 employees. Harvard offers an excellent benefits package to its employees and a motivating environment to achieve its mission in creating an outstanding experience for the students.

The unifying characteristics of the position are outstanding customer service skills, versatility and breadth in technical skills, strong organizational skills and attention to detail, the ability to take ownership where appropriate, and the ability to help teams and projects successfully accomplish their objectives.

Ideal candidates thrive on variety in their daily work, on interaction with customers, and on working with a wide range of technologies. Analyzes and resolves complex customer and technical problems involving multiple technologies and platforms. Recommend equipment and application purchases for customer base. Explore, test, and implement new IT solutions and services as required, with the goal of standardization.

Principal Duties and Responsibilities:

Responsibilities will include a broad range of areas of support during business hours and after-hours support, and administration across a diverse portfolio of Operational Technologies, such as:

• Building Automation Applications and Devices

• Point of Sale devices, card readers, and payment devices, including annual PCI assessments

• Utility and power plant systems

• Physical Security Systems, Cameras, Parking Gates, Access controls

The work involves working with networked devices, troubleshooting hardware, and network issues, as well as understanding how the devices support business applications.

Other duties include:

• Provide;

• exceptional customer service to Harvard’s community by collaborating with faculty, researchers, and staff to enhance productivity, efficiency, and streamline business processes using information technology solutions.

• second and third tier support for installation, implementation and troubleshooting of complex hardware and software issues for the Operational Technology and Campus Systems Teams.

• Demonstrate versatility and breadth in technical skills, and the ability to help teams and projects successfully accomplish their objectives.

• Participate in project work as required, including non-business hour deployments (e.g. nights and weekends)

• Identify research, diagnose and escalate (as needed) production problems such as defects, questionable functions, errors, and inconsistencies in systems functions

School/Unit:Harvard University Information Technology 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:

• Continuous moving/walking, standing, sitting, and manual dexterity.

• Frequent bending, lifting, handling, and reaching.

• Occasional push/pulling, squatting, and climbing.

Working Conditions:Work will be performed in office settings as well as:

• In closets and other tight spaces where equipment is housed

• On roofs and on or within other outside structures

Please note:

• This position includes off-hours and on-call work. The Operational Technology team routinely supports maintenance events across campus after hours, and this role will participate in the team’s on-call rotation, responding to urgent issues.

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 LinkedIn Recruiter Tag (for internal use only):#LI-BT1Work Format Details:HUIT actively supports hybrid work where business needs allow. This position has been designated as a Primarily on-site position (4 days per week). Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.About Us:

More about HUIT:

Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University. Our mission is to assure Harvard’s leadership in IT. We strive to make it easier for faculty, students, and staff to teach, research, learn and work through the effective use of information technology. HUIT’s core values are User Focused, Collaborative, Innovative and Open.

HUIT’s core values are:

• User-focused

• Collaborative

• Innovative

• Open

IT Academy (designed for IT Staff):

HUIT’s IT Academy aims to enable each IT staff person to grow professionally and become a trusted partner to her or his team. The IT Academy is built on the belief that every IT staff member across the University (including technology employees at each school and campus) can grow in her or his area of expertise as well as building strong people and project management skills. Learn more here: https://itacademy.harvard.edu/