Job Listings

Senior IT Associate

Company:
Harvard University
Job Location:
Cambridge, 02138
Category:
IT Manager/Director
Type:
Full-Time
Harvard Medical School

64931BR

Position Description
The Senior IT Associate (Service Desk) provides technical support to HMS community members and affiliates by researching and answering questions on a broad range of IT topics; troubleshooting problems, providing first-contact resolution to clients wherever possible, and escalating to next level of support as appropriate. Exercises judgment and creativity in selecting and applying procedures correctly. Provides answers to clients by identifying issues, researching answers, and guiding clients through corrective steps. May provide information and training to students, staff, faculty, or the general public on established policies and procedures, or services provided. Assists with identifying and escalating system problems, closely coordinates client solutions with related IT groups, and as the face of IT, maintains a high level of effectiveness and professionalism. Responds in a timely way to requests via remote support tools, telephone, email, the ticketing system, as well as in person. Strives to achieve resolution of client issues and response to client requests within established service levels, and follows all record-keeping standards.

Support focus includes, but is not limited to, general questions and guidance around computer devices, accounts and identity, computer asset lifecycle, IT security, software licensing/installation and usage, phones and voice mail, networking, mobile devices, and printers. Provides in-person, walk-up resolution and escalation services to community members including device lending, shared device and printer support, and classroom and audiovisual emergency response. Works independently, with minimal supervision, and may assist in training, scheduling, and distributing work of other staff members, students, casuals, and temporary workers. Updates supervisor on status of projects and technical issues. Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.

The Service Desk maintains an in-person presence on campus, and this position is part of a hybrid work team to collaboratively maintain needed coverage.

Basic Qualifications
Education:
College degree strongly preferred. High school graduate or equivalent with significant training in computer operations training, analysis and coordination of IT systems in a multi-operation system or production control environment preferred.

Skills and Experience:
Five to eight years of related experience with IT systems and high-volume IT functions in a technologically complex environment. Knowledge of a variety of hardware, software, programming languages and platforms, and operating systems.

Additional Information
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.

Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding.

The Harvard Medical School is not able to provide visa sponsorship for this position.

Not ready to apply? Join our talent community to keep in touch and learn about future opportunities! (https://www.gem.com ?formID=16341e35-cbc6-4904-88a3-09b35763307e)

Work Format Details
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.
Job Function
Information Technology

Department Office Location
USA - MA - Boston

Job Code
405016 IT Help/Support (N)

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

Sub-Unit
*

Salary Grade
056

Department
IT-Client Services

Union
55 - Hvd Union Cler & Tech Workers

Time Status
Full-time

Pre-Employment Screening
Identity

Schedule
35 hrs. per week | Monday - Friday | 9:00 am - 5:00 pm

Commitment to Equity, Diversity, Inclusion, and Belonging
We are committed to cultivating an inclusive workplace culture of faculty, staff, and students with diverse backgrounds, styles, abilities, and motivations. We appreciate and leverage the capabilities, insights, and ideas of all individuals. Harvard Medical School Mission and Community Values
https://hms.harvard.edu/about-hms/campus-culture/mission-community-values-diversity-statement

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)
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