Job Summary

The Harvard T.H. Chan School of Public Healths Department of Information Technology is seeking a Senior User Support Specialist reporting to the Manager of the IT Field Support Services team. The Senior User Support Specialist works as part of a versatile team that provides first-rate front-line computer and audiovisual support for a community of ~3,000 faculty, staff, and students in multiple locations in Boston and Cambridge.

Job-Specific Responsibilities

Duties and responsibilities include, but are not limited to, the following:

* Determine, resolve, and communicate after-action notes (how did you resolve it) for technical hardware and software issues; customers will include VIP and high profile individuals

* Be a resource for problem solving; identify and escalate appropriate situations requiring urgent attention

* Provide hardware and software support for Windows and Apple OS systems on laptops and desktops including computer imaging, virus scanning, Microsoft Office products, web browsers, and common troubleshooting tools; train other team members; coordinate vendor visits

* Partner and collaborate with the Server Team and other IT departments to provide endpoint support for anti-virus, encryption, software patch management, and project support

* Oversee and administer multiple queues of work and communicate, schedule and dispatch appropriately (AV and Desktop requests and incidents)

* Support and implement IT's Windows image, Mac image, and VDI (staff and student)

* Be a mentor to departmental co-ops and interns; assist with the recruitment, selection, and hiring process of co-ops

* Support classroom and conference room technology; online, in-person, and hybrid

* Own services and collaborate across teams to ensure the health of the service

* 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.

PLEASE NOTE: This position has a schedule of 40 hours/week and that on occasion, flexible work hours and/or overtime are required to cover events and special projects.

PLEASE NOTE: Until our return to campus and full operational status, which is still to-be-determined, this interview process and position will take place in a slightly modified manner including virtual interviews and a combination of remote and on-site (on campus in Boston) onboarding and work. The majority of the work, though, is expected to take place in person in accordance with approved COVID-related guidelines and protocols. During this time, the shifts are also likely to be irregular (potentially including weekends and off-hours) and may therefore require schedule flexibility. Basic Qualifications

* 5 years of related experience with computers and providing customer service in a technological environment required; a combination of education and experience may be considered

* Experience providing incidents and requests support for hardware and software related to Windows and Apple OS systems on laptops and desktops

* Experience with printing systems, audiovisual systems, and networking basics

* Experience supporting technology in various capacities including fully online (remote), in-person, and in hybrid models

Additional Qualifications and Skills

The following job-specific skills and competencies are preferred:

* Bachelors Degree

* Mac and A certifications

* Project management, security essentials, and experience working in a higher education and/or research setting

* Expertise with a ticketing system (i.e. - ServiceNow or related) and phone call center software

* Experience administering multiple queues of work and communicating, scheduling and dispatching appropriately (AV and desktop requests and incidents); training other team members; and coordinating vendor support as needed

* Experience with imaging technology, virus scanning technology, endpoint management systems, and remote support technology

* Strong customer service and conflict resolution skills

* Demonstrated problem-solving skills; experience navigating shifting priorities and needs to resolve incidents for customers

* Excellent written and verbal communications skills, including strong relationship-building skills

The following cultural competencies are also preferred:

* Awareness of and aptitude to appropriately and effectively understand, respect, and adapt to cultural and identity-based difference within group environments

* Knowledge of and commitment to concepts and issues tied to social justice, diversity, equity, and inclusion

* Skills related to creating and supporting an environment that allows for inclusion, effective intercultural engagement, and personal humility and authenticity

Additional Information

Harvard University offers an outstanding benefits package including:

* **Time Off**: 3-4 weeks paid vacation, paid holiday break, 12 paid sick days, 12 paid holidays, and 3 paid personal days per year.

* **Medical/Dental/Vision**: Excellent and affordable medical, dental & vision plans, with coverage beginning as of an employee's start date.

* **Retirement**: University-funded retirement plan with full vesting after 3 years of service.

* **Tuition Assistance & Reimbursement Programs**: $40 per class at the Harvard Extension School, discounted options through participating Harvard graduate schools, and reimbursement options for accredited schools outside of Harvard.

* **Transportation**: 50% discount on MBTA passes, as well as additional options (rideshare, biking, etc.) to assist employees in their daily commute.

* **Wellness & Professional Development**: Programs and classes at little or no cost, including stress management, hard & soft skills development, career planning, massages, nutrition, meditation, and complimentary health services. Additionally, access to Harvard athletic facilities, libraries, campus events -- and many discounts for various cultural and leisure activities throughout metro Boston.

Join the Harvard T.H. Chan School of Public Health to support our mission of health research and education, and to be a part of the oldest institution of higher learning in the country!

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* The Harvard T.H. Chan School of Public Health does not provide visa sponsorship, now or in the future, for staff positions.

* Harvard University requires pre-employment reference checks and background screenings.

* This position has a 90 day orientation and review period. The O&R period will be waived for any internal Harvard employee transfers.

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Harvard will require COVID vaccination for all Harvard community members. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the Universitys COVID vaccination requirement and exceptions may be found at the Universitys . Location

USA - MA - Boston

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