Working in the Technology Support Services (TSS) group within HLS Information Technology Services (ITS), the Technology Support Analyst (TSA-I) is an endpoint support role focused on desk side and field service delivery for faculty and staff. This position is responsible for providing outstanding customer service to the Harvard Law School community, working closely and independently with faculty and staff to troubleshoot complex issues. Working with diverse technical and non-technical clients, the TSA I approaches customer interactions with an empathetic and positive attitude.
As a TSA you will:
Monitor incoming service channels and ticketing system, respond to customer requests and maintain/update documentation.
Take ownership of customer issues and is accountable for the solutions and customer experience delivered until the issue is resolved.
Consults with faculty, critical administrative departments and external customers to understand unique technology needs and provide classroom and event pre-production services.
Perform intermediate and advanced AV setups, strikes, and high-profile event support, including videography and post production support.
Work collaboratively with ITS colleagues, cover Service Desk when needed, test new technologies, deployment trials, and skill sharing.
Lead, participate, and continually improve upon large- and small-scale operational technology projects and tasks including co-op hiring and orientation, Visiting Professor onboarding.
Performs other duties as required.
All offers to be made by HLS Human Resources.
Be a part of excellence and leadership in legal education and scholarship at Harvard Law School. We are a community of talented people from diverse backgrounds, lived experiences, and perspectives, dedicated to advancing the cause of justice all over the world. We value our differences and our diversity as a source of strength. We are committed to developing and inspiring our students and our workforce. Whoever you are, whatever you do, however you do it, Harvard Law School is a place where you can thrive.
Salary Grade: 055
Union: 55 - Hvd Union Cler & Tech Workers
Minimum of 3 years of experience relevant to the essential responsibilities and providing customer service.
We are looking for people with:
Interpersonal communication skills with dedication to providing a high level customer service
Good analytical and critical thinking skills
Maturity, professionalism and good judgment
Ability to organize and coordinate workload independently among constant deadlines and shifting priorities
Aptitude to learn, retain, and teach technical skills and institutional knowledge to junior staff
Working knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM) principles and best practices is desirable
Background in higher-education is desirable, as are industry-standard hardware/software certifications (i.e. Microsoft, Apple, A+)
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: 54342BR
About Harvard University Law School
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.