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Harvard University Service Desk Associate III in Cambridge, Massachusetts

55926BRAuto req ID:55926BRJob Code:403123 Info Tech Support Associate II Location:USA - MA - Cambridge Business Title:Service Desk Associate IIISub-Unit:------------ Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :055Time Status:Full-time Union:55 - Hvd Union Cler & Tech Workers Basic Qualifications:

Minimum of 3 years of experience relevant to the essential responsibilities and providing customer service.

Additional Qualifications and Skills:

We are looking for people with:

  • Interpersonal communication skills with dedication to providing a high level customer service

  • Good analytical and active listening skills

  • Empathy, professionalism, and good judgment

  • Prior phone and in-person support experience

  • Ability to organize and coordinate workload independently among constant deadlines and shifting priorities

  • Working understanding of technical endpoints including Microsoft and Apple personal computers and audiovisual equipment

Additional Information:

We regret that Harvard Law School is unable to provide visa sponsorship for staff positions.

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 (https://hls.harvard.edu/) is a place where you can thrive.

Department:ITS-Technical Support ServicesPre-Employment Screening:Criminal, IdentitySchedule:

Occasionally required to work outside of normal business hours, and may be called during off hours

Required to work Veterans Day, Presidents Day, Alumni Reunions Weekends, Admitted Students Weekends, and other holidays/weekends as needed to support HLS Events and Activities.

This position rotates weekly through a 7 hour per day rotating schedule (35h per week), to cover our service hours.

Job Function:Information Technology Job-Specific Responsibilities:

As a SDA-III you will:

  • Monitor incoming service channels and ticketing system, respond to customer requests and maintain/update documentation.

  • Staff service desks and address customer needs in a timely, professional manner; respond to technical questions and incident escalations from Service Desk colleagues.

  • Provide intermediate and advanced technical support via the phone, walkup and remote tools.

  • Perform basic AV setups, strikes, and event support, primarily using built-in classroom technology; perform basic and intermediate audio and video postproduction: trimming and delivering media to customers.

  • Organizes, leads, and participates in small to mid-scale technology initiatives.

  • Participates in and independently completes assigned reoccurring operational tasks: such as co-op hiring and orientation, Visiting Professor onboarding process.

  • Perform other duties as required.

School/Unit:Harvard Law School 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:

Must be able to individually lift, move and install computer and audio/visual equipment up to 50lbs, and periodically up to 100 lbs. with the assistance of others.

Working Conditions:

This position is located on campus.

Job Summary:

Service Desk Associates are the foundation of the Harvard Law School Service Desk support team. They provide high-touch technology support to our community of students, faculty and staff. Our Service Desk staff maintains a consistent focus on our customers’ needs by developing and demonstrating proficiency in our Service Mindset and Trusted Advisor competencies. They resolve customer service requests by providing timely, high-quality resolutions on first contact and follow through on those they cannot resolve, collaborating with their colleagues at the Service Desk to deliver a solution.

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.

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