Technical Support Engineer

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard University Central Administration?

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

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! 

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

IT Academy (designed for IT Staff):
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/.

This position will be responsible for supporting a broad range of systems and applications providing support both on-campus and remotely with a focus on general desktop support, deployment, and administration, mobile device management and support, printer support, technical training and knowledge management, personal solutions consulting, project implementation, and security administration. This position will also be responsible for providing high-level, white glove support to VIP customers. The unifying characteristics of the position are outstanding customer service skills, versatility and breadth in technical skills, strong organizational skills and attention to detail, the ability to take ownership where appropriate, and the ability to assist various teams and projects successfully accomplish their objectives. Ideal candidates thrive on variety in their daily work, including interactions with customers and working with a wide range of technologies.  Analyzes and resolves complex customer and technical problems involving multiple technologies and platforms.  Recommend equipment and application purchases for customer base. Explore, test, and implement new IT solutions and services as required, with the goal of standardization.

Standards and Process Development:

• Participate and advise in the definition of desktop and applications standards, images, processes, and policy governance to improve technical services.
• Assess, QA, document, and train on desktop and applications solutions.
• Collaborate with faculty, researchers, and staff to streamline business processes using information technology solutions.
• Perform administration for IT services as appropriate and required including user accounts, file/print, backup/restore, virtualization, storage, e-mail.
• Provide assistance and support for security administration, mail, file servers, and assisting users with backup and recovery.
• Identify, research, diagnose and escalate (as needed) production problems such as defects, questionable functions, errors, and inconsistencies in systems function.
• Participate in project work as required, including non-business hour deployments (e.g., nights and weekends).
• Provide 2nd and 3rd tier support for installation, implementation and troubleshooting of complex hardware and software issues to both Desktop support and Service Desk teams.
• Performs other duties as required.

Basic Qualifications:

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

• Must have at least 2+ years’ experience with Apple and Microsoft operating systems and hardware in a computer support related setting; experience working in a networked environment.
• Must have related work experience supporting various desktop applications (MS Office, Outlook/Exchange, and various web browsers).
• Demonstrated ability to master new software applications and technologies.

Additional Qualifications and Skills:

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.
• Demonstrated ability providing remote support using tools such as Bomgar and/or Zoom in a hybrid work environment.
• Experience working with high level VIP’s providing white-glove support.
• Experience with Apple and Dell hardware repairs preferred.
• Willingness to learn and support new technologies.
• Broad software application skills desired.

Certificates and Licenses:

• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.

Working Conditions:

• Majority of work is performed in an office setting. There will be requirements to travel in between buildings and offices across campus outside where you will be dealing with the elements.

Physical Requirements:

• Continuous walking, standing, sitting, and manual dexterity.
• Frequent bending, lifting, handling, and reaching.
• Occasional push/pulling, squatting, and climbing.
• Ability to lift 50lbs.

Appointment End Date:

• This is a fully benefited, full-time Harvard University position that has been funded for one year from date of hire. There is the possibility of renewal, contingent upon your work performance meeting the needs of the department and the continued availability of funding designed to support the position.

Standard Hours/Schedule: Monday-Friday 9:00-5:00

• This position will require up to 5 days a week onsite.
• Harvard employees must live and work from one of the following states; California, Connecticut, Georgia, Illinois, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Rhode Island, Vermont, Virginia, or Washington.

Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position.

Pre-Employment Screening: Identity, RMV

Other Information:

• Please provide a cover letter and resume as one document with your application.
• This position has a 90-day orientation and review period.

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Work Format Details

This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 055. Please visit  Harvard's Salary Ranges  to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.