What are the responsibilities and job description for the Technical Support Engineer (67853BR) position at Harvard University?
Position Description
Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to understanding our users and devoted to making it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology. 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 is a fully benefited, full-time Harvard University position that has been funded one year from date of hire. There is the possibility of renewal, contingent on funding, university priorities and satisfactory job performance.
This position is responsible for supporting a wide range of systems, both on-campus and remotely, with a focus on hardware repair. The successful candidate will diagnose, repair, and maintain computer hardware and peripheral devices, while also providing high-level, white-glove support to VIP customers. Key qualities include outstanding customer service, versatility and breadth in technical skills, strong organizational abilities, attention to detail, and the ability to work independently. The role also involves assisting various teams and projects to meet their objectives. Ideal candidates thrive on variety in their daily work, customer interactions, and working with diverse technologies. They should be adept at analyzing and resolving complex technical issues across multiple platforms and technologies.
The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.
Please provide a cover letter with your application.
Please note:
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.
Work Format Details
HUIT actively supports hybrid work where business needs allow. This position will require up to 5 days a week onsite, and the hire must live in a commutable state (Massachusetts, Maine, New Hampshire, Rhode Island, Vermont). 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:
Our Mission: huit.harvard.edu/about
We empower the Harvard community with essential and transformative technologies to advance education, knowledge, and discovery.
HUIT’s core values are:
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/
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 - Cambridge
Job Code
403123 Info Tech Support Associate II
Work Format
On-Site
Sub-Unit
Salary Grade
055
Department
Client Services, Endpoint Solutions
Union
55 - Hvd Union Cler & Tech Workers
Time Status
Full-time
Pre-Employment Screening
Identity
Commitment to Equity, 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.
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)
Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to understanding our users and devoted to making it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology. 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 is a fully benefited, full-time Harvard University position that has been funded one year from date of hire. There is the possibility of renewal, contingent on funding, university priorities and satisfactory job performance.
This position is responsible for supporting a wide range of systems, both on-campus and remotely, with a focus on hardware repair. The successful candidate will diagnose, repair, and maintain computer hardware and peripheral devices, while also providing high-level, white-glove support to VIP customers. Key qualities include outstanding customer service, versatility and breadth in technical skills, strong organizational abilities, attention to detail, and the ability to work independently. The role also involves assisting various teams and projects to meet their objectives. Ideal candidates thrive on variety in their daily work, customer interactions, and working with diverse technologies. They should be adept at analyzing and resolving complex technical issues across multiple platforms and technologies.
- Diagnose hardware and system problems through comprehensive testing and troubleshooting.
- Repair or replace defective components and hardware units, including motherboards, processors, storage, keyboards, and other peripherals.
- Maintain accurate records of repairs, parts used, and communication with customers and technicians.
- Provide technical support and guidance to customers and serve as a mentor to other technicians.
- Collaborate with other technicians and support staff to solve complex issues.
- Ensure adherence to company safety protocols and standards during repairs.
- Stay updated on the latest technology trends and repair techniques to maintain a high level of expertise.
- Manage inventory of hardware supplies and coordinate ordering of new parts as required.
- Continuously develop and document repair processes and best practices.
- Lead and conduct training sessions for other technicians to enhance their technical skills and knowledge.
- Serve as the subject matter expert on hardware processes and procedures, effectively communicating and training team members to ensure understanding and compliance.
- Perform system upgrades and configurations to optimize performance. and other duties as required.
- 2 years of experience with Apple and Microsoft operating systems and hardware in a computer support setting.
- Proven experience as a hardware technician or in a similar role, with a preference for experience in Apple and Dell hardware repairs.
The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.
- Ability to interact with technical staff and work in a team-oriented customer focused environment.
- Demonstrated ability to communicate professionally and effectively with a wide range of technical and non-technical users using numerous tools both orally and in writing (e.g., MS Teams, Slack, email, etc.)
- Works to meet the goals of HUIT with enthusiasm and a spirit of cooperation.
- Experience in providing white-glove support to high-level VIP clients.
- Strong knowledge of computer systems, networks, and peripheral devices.
- Excellent problem-solving skills, attention to detail, and ability to read and interpret technical manuals and schematics.
- Strong communication skills with a customer-focused mindset.
- Willingness to learn and support new technologies, adapting to changing environments.
- A , N , or equivalent certifications are a plus.
- Apple Certified Mac Technician (ACMT) certification
- Continuous walking, standing, sitting, and manual dexterity.
- Frequent bending, lifting, handling, and reaching.
- Occasional push/pulling, squatting, and climbing.
- Ability to lift 50lbs.
- Work is performed in an office setting.
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.
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.
Work Format Details
HUIT actively supports hybrid work where business needs allow. This position will require up to 5 days a week onsite, and the hire must live in a commutable state (Massachusetts, Maine, New Hampshire, Rhode Island, Vermont). 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:
Our Mission: huit.harvard.edu/about
We empower the Harvard community with essential and transformative technologies to advance education, knowledge, and discovery.
HUIT’s core values are:
- Human-centered
- University-focused
- Innovation-driven
- Team-oriented
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/
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 - Cambridge
Job Code
403123 Info Tech Support Associate II
Work Format
On-Site
Sub-Unit
Salary Grade
055
Department
Client Services, Endpoint Solutions
Union
55 - Hvd Union Cler & Tech Workers
Time Status
Full-time
Pre-Employment Screening
Identity
Commitment to Equity, 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.
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
