Job Listings

IT Client Support Services Associate

Harvard University
Job Location:
Cambridge, 02138
IT Support and Training
Faculty of Arts and Sciences


Job Summary

As part of the Center for Government and International Studies (CGIS) IT Client Support Team, this position reports to the Associate Director of IT Client Services and is responsible for providing Level 1-2 support for three different areas at Institute for Quantitative Social Science (IQSS). The technician will be part of a team providing on-site and remote technical IT desktop support for approximately 500 faculty, postdocs, graduate students, and staff in the FAS Social Sciences Division. This role also provides front-end system administration support for an additional 400 Social Science users for the IQSS Research Computing Environment hosted at FASRC (Faculty of Arts and Science's Research Computing). The Client Support Team also provides administrative support to Harvard Dataverse users.

Position Description

The successful candidate will be a detail-oriented, organized professional with strong technical skills who can function well in a team environment and work independently. They will be expected to respond to users' IT needs in person, via email, or over the phone quickly and efficiently. Responsibilities for on-site desktop support involve installing, diagnosing, and/or fixing hardware (laptops, desktops, printers, tablets, and smartphones) and software for both Mac and Windows environments. They will provide end-user training as needed. They would be responsible for creating and managing accounts and project data storage spaces on the IQSS RCE/FASRC and working closely on projects with the RCE backend system administrators. For Harvard Dataverse, they would be responsible for troubleshooting issues related to accounts and datasets, working closely with the backend Dataverse team to identify and report bugs. Outstanding communication skills and a commitment to a high-quality customer service ideology are essential.

Basic Qualifications
  • Three plus years of IT experience.
  • Experience with Windows and Mac OS operating systems.
Additional Qualifications and Skills
  • Must have solid knowledge of Windows OS 10-11 and Mac OS 11-13.5 operating systems.
  • Must have hands-on IT experience.
  • Excellent communication skills and a commitment to customer service are critical as the role aims to be responsive and enable our users to use technologies efficiently.
  • Bachelor's degree is preferred.
  • Must be able to work collaboratively and independently.
  • Able to learn new technology quickly.
  • Able to approach tasks with a positive attitude.
  • Able to lift equipment weighing up to 30 lbs.
  • Significant experience supporting the following devices:
    • Multiple recent models of Mac and PC desktops/laptops.
    • Android and iOS phones.
    • Tablets such as iPads, Google, Samsung, and Surface Pro.
    • HP LaserJet printers and Ricoh Copiers/Printers/Scanners.
    • VOIP telephones.
  • Significant experience with most of the following tasks:
    • Performing system management and troubleshooting using remote desktop software.
    • Using ticketing software systems such as RT and Service Now.
    • Performing account management on Microsoft Active Directory.
    • Ordering hardware/software on internal systems and from external vendors.
    • Coordinating warranty repair work.
  • Significant experience installing, configuring, and using many of the following software:
    • OS image installation software on desktops and laptops, such as Acronis
    • Microsoft SCCM.
    • Apple JAMF Self Service, and Apple School Management.
    • Recent versions of MS Office 365 Pro Suite
    • Google Workspace (Drive, calendar, and mail).
    • Team collaboration and communication using Slack.
    • For team and client communication using Cisco Jabber.
    • Encryption software, including BitLocker and FileVault.
    • Various browsers, including Microsoft Edge, Firefox, Safari, and Chrome.
    • Mail clients and calendars, including Outlook, Academic Gmail, and Apple Mail.
    • Adobe Creative Cloud, including Acrobat Pro, Photoshop, and Illustrator.
    • FTP or SFTP clients such as FileZilla, Tight VNC, and Putty.
    • Windows Anti-Virus/malware software, Spyware Doctor, and Malwarebytes.
    • Web meetings such as Microsoft Teams, Google Hangouts, Zoom, and FaceTime.
    • Database software, including recent versions of File Maker Pro and MS Access.
    • Web storage and applications such as SharePoint, OneDrive, Dropbox, and Google Docs.
  • Experience with Unix/Linux environments is a plus.

Pre-Employment Screening:

  • Criminal
  • Identity
Additional Information

We are unable to provide visa sponsorship for this position.

All formal offers will be made by FAS Human Resources.

IQSS sits in the Division of Social Science, which is strongly committed to creating and supporting a diverse workforce. Respect and fairness, kindness and collegiality, and trust and transparency are among the values we espouse and promote in our workplace culture. We work hard to ensure a healthy, inclusive and positive environment where everyone does their best work in support of Harvard's mission.

We invite you to visit Harvard's Total Rewards website 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.
Job Function
Information Technology

Department Office Location
USA - MA - Cambridge

Job Code
403123 Info Tech Support Associate II

Work Format
Hybrid (partially on-site, partially remote)

Institute for Quantitative Social Science / Harvard MIT Data Center

Social Sciences

Time Status

Salary Grade

55 - Hvd Union Cler & Tech Workers

Pre-Employment Screening
Criminal, Identity

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.

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.
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