What are the responsibilities and job description for the IT Support Associate I (User Support Specialist) (67759BR) position at Harvard T.H. Chan School of Public Health?
Job Summary
The Harvard T.H. Chan School of Public Health’s Department of Information Technology is seeking a User Support Specialist reporting to the Manager of IT Field Support Services. The User Support Specialist works as part of a versatile team that provides first-rate front-line endpoint and emergency audio-visual support for a community of ~3,000 faculty, staff, and students in multiple locations in Boston and Cambridge.
The position's primary focus may be in the areas of computer operations, computer repair, wire and cable installation, user and desktop support (hardware and software), helpdesk, and data management. Performs a variety of complex information technology support duties to ensure the smooth delivery of technology services. Monitors, operates, coordinates, assists, and trains others in the operation of computer hardware, software, and peripherals in order to achieve the desired result. Utilizes computer equipment, software, and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair and computer operations assignments. Works independently with minimal supervision and may assist in training of other staff members. Updates supervisor on the status of projects and technical issues. Exercises judgment and creativity in selecting and applying procedures correctly, and determines when to refer problems to the supervisor or the next level of support. May provide information and training to students, staff, faculty, interns and co-ops, or the general public on established policies and procedures, or services provided.
Position Description
Additional duties and responsibilities include, but are not limited to, the following:
Basic Qualifications
The following job-related skills and experience are preferred:
This is a hybrid position that is based in Massachusetts. 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.
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:
Information Technology
Department Office Location
USA - MA - Boston
Job Code
403060 IT Support Associate I
Work Format
Hybrid (partially on-site, partially remote)
Sub-Unit
Salary Grade
054
Department
Information Technology
Union
55 - Hvd Union Cler & Tech Workers
Time Status
Full-time
Pre-Employment Screening
Criminal, Identity
Commitment to Equity, Diversity, Inclusion, and Belonging
At the Harvard T.H. Chan School of Public Health, we believe that diversity is integral to the Harvard experience and our mission of improving public health education, research and policy. Diversity of cultural backgrounds, identities, lived experiences, perspectives, and ways of understanding the world enriches our community and enables us to best meet the public health needs of the United States and the world. Ongoing learning and development related to diversity allows for both individual and institutional growth, and is necessary to foster and sustain a culture of inclusion. To achieve this, we are committed to ensuring equitable access to opportunities for learning, living, and working at the Harvard Chan School. We maintain an unwavering dedication to diversity, inclusion, and belonging as core to our institutional values and to actively counter, minimize, and address racism, sexism, xenophobia, homophobia, gender bias, and all forms of discrimination.
Learn more about the School’s mission, objectives, and core values , our Principles of Citizenship , and our diversity, inclusion, and belonging initiatives.
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.
LinkedIn Recruiter Tag (for internal use only)
The Harvard T.H. Chan School of Public Health’s Department of Information Technology is seeking a User Support Specialist reporting to the Manager of IT Field Support Services. The User Support Specialist works as part of a versatile team that provides first-rate front-line endpoint and emergency audio-visual support for a community of ~3,000 faculty, staff, and students in multiple locations in Boston and Cambridge.
The position's primary focus may be in the areas of computer operations, computer repair, wire and cable installation, user and desktop support (hardware and software), helpdesk, and data management. Performs a variety of complex information technology support duties to ensure the smooth delivery of technology services. Monitors, operates, coordinates, assists, and trains others in the operation of computer hardware, software, and peripherals in order to achieve the desired result. Utilizes computer equipment, software, and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair and computer operations assignments. Works independently with minimal supervision and may assist in training of other staff members. Updates supervisor on the status of projects and technical issues. Exercises judgment and creativity in selecting and applying procedures correctly, and determines when to refer problems to the supervisor or the next level of support. May provide information and training to students, staff, faculty, interns and co-ops, or the general public on established policies and procedures, or services provided.
Position Description
Additional duties and responsibilities include, but are not limited to, the following:
- Provides technical support in the use of personal computer hardware and software
- Sets up and configures desktop computers, peripherals and accounts
- Installs software and installs and repairs hardware and peripherals
- Tests programs
- Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate
- Serves as technical resource to unit
- Researches and recommends system equipment upgrades and helps manage equipment inventory
- Troubleshoots, repairs and maintenance for computer equipment (e.g. microcomputers, disk drives, and laser printers) tests personal computers and peripherals on a network to diagnose, hardware versus software problems and escalates corrective procedures to other technical resources as appropriate
- Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
- Develops and tests user documentation
- Works with hardware vendors to resolve equipment failures/problems
- Assists with complex technical projects
- Contributes to unit goals by accomplishing related duties as required
- Diagnose and resolve technical hardware and software issues
- Provide hardware and software support primarily for Windows/Apple OS systems on endpoints and including computer imaging, virus scanning, Microsoft Office products, web browsers, and common PC troubleshooting tools
- Liaise with HUIT, Server Team, and other IT departments to provide endpoint support for anti-virus, encryption, and software patch management
- Support the management of the Department's ServiceNow knowledge database
- Assist with the testing of the IT department's Windows and Mac images
- Involvement in special projects such as testing and migrating to new systems and/or applications
- Other related duties as assigned
- A strong commitment to customer service, experience working in a demanding, fast-paced environment, experience keeping abreast of industry trends and changes in technologies, team orientation, and flexibility are all attributes of a successful applicant to this position.
Basic Qualifications
- 3 years of relevant experience is required; a combination of education and experience may be considered
The following job-related skills and experience are preferred:
- Bachelor’s Degree; will accept work experience in place of a degree
- High school graduate or equivalent with data processing training, computer operations training, or experience in a multi-operation system or production control environment
- Over 1 year of related experience with computers and providing customer service in a technological environment; a combination of education and experience may be considered
- Experience working in a higher education and/or research setting
- Experience with Windows and Apple OS, mobile devices, and other common business productivity tools
- Above average PC (Windows 10 and 11) and Apple (Mac OS 11-13) skills
- Working knowledge of Microsoft M365 software suite including OneDrive and SharePoint
- Microsoft System Center Configuration Manager (SCCM) and Apple JAMF certification and/or experience
- Experience with a ticketing system (e.g. ServiceNow or related) and phone call center software
- Above average knowledge of desktop, laptop, and mobile/tablet (Android, iPhone, iPad) technology including connecting to classroom/conference room systems
- Experience with the following technologies: imaging, virus scanning/protection, print management, endpoint encryption, desktop backup utilities, remote support
This is a hybrid position that is based in Massachusetts. 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.
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.
Information Technology
Department Office Location
USA - MA - Boston
Job Code
403060 IT Support Associate I
Work Format
Hybrid (partially on-site, partially remote)
Sub-Unit
Salary Grade
054
Department
Information Technology
Union
55 - Hvd Union Cler & Tech Workers
Time Status
Full-time
Pre-Employment Screening
Criminal, Identity
Commitment to Equity, Diversity, Inclusion, and Belonging
At the Harvard T.H. Chan School of Public Health, we believe that diversity is integral to the Harvard experience and our mission of improving public health education, research and policy. Diversity of cultural backgrounds, identities, lived experiences, perspectives, and ways of understanding the world enriches our community and enables us to best meet the public health needs of the United States and the world. Ongoing learning and development related to diversity allows for both individual and institutional growth, and is necessary to foster and sustain a culture of inclusion. To achieve this, we are committed to ensuring equitable access to opportunities for learning, living, and working at the Harvard Chan School. We maintain an unwavering dedication to diversity, inclusion, and belonging as core to our institutional values and to actively counter, minimize, and address racism, sexism, xenophobia, homophobia, gender bias, and all forms of discrimination.
Learn more about the School’s mission, objectives, and core values , our Principles of Citizenship , and our diversity, inclusion, and belonging initiatives.
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.
LinkedIn Recruiter Tag (for internal use only)
Salary : $5,250
