As part of the Center for Government and International Studies (CGIS) IT Client Support Team, this position reports to the Associate Director of IT Client Services and is responsible for providing Level 1-2 support for three different areas at Institute for Quantitative Social Science (IQSS). The technician will be part of a team providing on-site and remote technical IT desktop support for approximately 500 faculty, postdocs, graduate students, and staff in the FAS Social Sciences Division. This role also provides front-end system administration support for an additional 400 users for the IQSS Research Computing Environment (RCE). The Client Support Team is also responsible for providing administrative support to Harvard Dataverse users.
The successful candidate will be a detail-oriented, organized professional with strong technical skills who can function well in both a team environment and work independently. They will be expected to respond to users' IT needs in person, via email, or over the phone quickly and efficiently. Responsibilities for on-site desktop support involve installing, diagnosing, and/or fixing hardware (laptops, desktops, printers, tablets, and smartphones) and software for both Mac and Windows environments. They will provide end-user training as needed. They would be responsible for creating and managing accounts and project data storage spaces on the IQSS RCE and working closely on projects with the RCE backend system administrators. For Harvard Dataverse, they would be responsible for troubleshooting issues related to accounts and datasets, working closely with the backend Dataverse team to identify and report bugs. Outstanding communication skills and a commitment to a high-quality customer service ideology are essential.
We are unable to provide visa sponsorship for this position.
All formal offers will be made by FAS Human Resources.
Salary Grade: 055
Union: 55 - Hvd Union Cler & Tech Workers
Three plus years of IT experience.
Experience with Windows and Mac OS operating systems.
Must have solid knowledge of Windows OS 10 and Mac OS 10.7-11.2 operating systems.
Must have hands-on IT experience.
Excellent communication skills and a commitment to customer service are critical as the role aims to be responsive and enable our users to make efficient use of technologies.
Bachelor's degree is preferred.
Must be able to work collaboratively and independently.
Able to learn new technology quickly.
Able to approach tasks with a positive attitude.
Able to lift equipment weighing up to 30 lbs.
Significant experience supporting the following devices:
Multiple recent models of Mac and PC desktop/laptops
Android and iOS phones.
Tablets such as iPads, Google, Samsung, and Surface Pro.
HP LaserJet printers and Ricoh Copiers/Printers/Scanners.
Significant experience with most of the following tasks:
Performing system management and troubleshooting using remote desktop software.
Using ticketing software systems such as RT and Service Now.
Performing account management on Microsoft Active Directory.
Ordering hardware/software on internal systems and from external vendors.
Coordinating warranty repair work.
Significant experience installing, configuring, and using many of the following software:
OS image installation software on desktops and laptops, such as Acronis
Apple Jamf Self Service, and Apple School Management.
Recent versions of MS Office 365 Pro Suite
Google workspace (Drive calendar, and mail).
Team collaboration and communication using Slack.
For team and client communication using Cisco Jabber.
Encryption software including BitLocker and FileVault.
Various browsers including Microsoft Edge, Firefox, Safari, and Chrome.
Mail clients and calendars including Outlook, Thunderbird, Academic Gmail and Apple Mail.
Adobe Creative Cloud including Acrobat Pro, Photoshop, Illustrator.
FTP or SFTP clients such as FileZilla, Tight VNC and Putty.
Anti-Virus/malware software such as ESET, Spyware Doctor and Malwarebytes.
Web meetings such as Microsoft Teams, Google Hangouts, Zoom, and FaceTime.
Database software including recent versions of File Maker Pro and MS Access.
Web storage and applications such as SharePoint, OneDrive, Dropbox, and Google Docs.
Experience with Unix/Linux environments is a plus.
EQUAL OPPORTUNITY EMPLOYER: 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, or any other characteristic protected by law.
Internal Number: 51296BR
About Harvard University Faculty of Arts and Sciences
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.