Location Harvard University Graduate School of Education USA - MA - Cambridge

Expand Show Other Jobs Job Saved Save Job User Support Specialist Harvard University Information Technology Details **Posted:** 25-Jan-22

**Location:** USA - MA - Cambridge

**Type:** Full-time

**Salary:** Open

**Categories:**

Information Technology Staff/Administrative **Internal Number:** 56819BR

Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to delivering service and technological solutions in support of teaching, learning, research and administration. 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!

Academic Technology supports teaching and learning across all the schools, facilitates pedagogical innovation, and contributes to educational research.

Reporting to the Director of Academic Platform Support, the User Support Specialist ensures client satisfaction with prompt response and accurate completion or escalation of requests, develops a deep understanding of Academic Technology-provided software and services, and identifies and documents requests for new features that may require additional project work.

**Principal Duties and Responsibilities:**

* Manages support queue

* Performs ticket triage and issue resolution

* Answers complex questions on tool use

* troubleshoots and diagnoses problems

* provides technical solutions to common issues and collaborates with developers to solve more complex issues

* provides thorough, friendly, and prompt communication with partners, clients, vendors, and team members

* liaises with the central help desk

* provides internal training

* writes user documentation

* reports on support volume and trends

Please provide a cover letter with your application and upload as one document.

**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 180-day orientation and review period.

**More about HUIT:**

Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University. Our mission is to assure Harvard's leadership in IT. We strive to make it easier for faculty, students, and staff to teach, research, learn and work through the effective use of information technology. HUIT's core values are User Focused, Collaborative, Innovative and Open.

**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:

**Total Rewards:**

Harvard's Total Rewards Program is designed to attract, retain, and reward the performance of talented employees. As a Harvard staff member, you enjoy many perks that come with working for one of the top employers in Massachusetts, including:

**Flexible work environment:** HUIT supports flexible work arrangements where business needs allow.

**Time off:** 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 12.5 paid holidays, and 3 paid personal days per year.

**Medical/Dental/Vision:** We offer a variety of excellent medical plans, dental & vision plans.

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

**Tuition Assistance Program (TAP):** $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.

**Harvard University Employees Credit Union:** Our employees credit union provides a complete line of services for all your financial needs.

**Transportation:** 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.

**Wellness options:** A variety of programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.

**Access** to athletic facilities, libraries, campus events and many discounts throughout metro Boston.

Learn more:

**Accessibility:**

Harvard University IT plays an important role in supporting Harvard's commitment by seeking to create, procure and deploy technologies that are accessible to all, including and especially those who live with disability. Harvard welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please contact our University Disability Resources Department.

Salary Grade: 055

Union: 55 - Hvd Union Cler & Tech Workers

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

* Bachelor's Degree

* Ability to learn new programs and applications quickly

* Demonstrated ability to work independently while also part of a team

* Able to juggle multiple priorities in a fluid environment

* Excellent verbal and written communication skills

* Customer service and troubleshooting skills

EQUAL OPPORTUNITY EMPLOYER: 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, or any other characteristic protected by law.

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