As part of the Center for Government and International Studies (CGIS) IT Support Team, this position is responsible for the continuous operation of IT equipment/software for roughly 500 faculty, postdocs, graduate students, and staff in the FAS Social Sciences Division as well as accelerating and maintaining access to the research computer cluster for another roughly 500 social scientists spanning FAS and many other Harvard schools.
The successful candidate will be a detail-oriented, organized professional with strong technical skills who can function well in both a team environment and also work independently. S/he will be expected to respond to users' IT needs in person, via email, and/or phone and resolve IT requests in a timely fashion. This typically involves installing, diagnosing, and/or fixing hardware and software on different operating systems, laptops, desktops, printers, tablets and smartphones. S/he will manage accounts on Microsoft Exchange and Active Directory servers and create/manage accounts and project spaces in the IQSS Research Computing Environment (RCE). S/he will provide end user training as needed. Outstanding communication skills and a commitment to a high quality customer service ideology are essential.
We are unable to provide visa sponsorship for this position.
When applying for this position, please submit your resume and cover letter in one combined document (resume followed by cover letter).
All formal offers will be made by FAS Human Resources.
Salary Grade: 055
Union: 55 - Hvd Union Cler & Tech Workers
3 plus years of hands-on IT experience.
Solid knowledge of both the Windows 7-10 and Mac OS 10.6-10.11 operating systems.
Communication skills and a commitment to customer service are critical as the role aims to be responsive and enable our users to make efficient use of technologies
Bachelor's degree is preferred.
Must be able to work collaboratively and have great communication skills.
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 desktop/laptops
Handheld devices (smartphones) such as Samsung, Android, and iPhone.
Tablets such as IPads, Google, Samsung, and Surface Pro.
HP LaserJet printers and Ricoh Copiers/Printers/Scanners.
Significant experience with most of the following tasks:
Performing system management and troubleshooting using remote desktop software such as Bomgar and LANDesk.
Using ticketing software systems such as RT and Service Now.
Performing account management on Active Directory and Exchange on Microsoft 2008 servers.
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, Ghost, LANDesk, Mac imaging.
Recent versions of MS Office Pro Suite, including experience with Word, Excel, and PowerPoint.
Encryption software, including Bit Locker, File Vault, and Credent.
Various browser types, including Internet Explorer, Firefox, Safari, and Chrome.
Mail clients and calendars, including Outlook, Thunderbird, Gmail and Mac Mail.
Adobe Suite, including Adobe Acrobat Pro, Photoshop, Illustrator.
FTP or SFTP clients such as FileZilla, Tight VNC and Putty.
Anti-Virus/malware software such as ESET, Spyware Doctor and Malware bytes.
Video call applications such as Skype and FaceTime.
Databases, including recent versions of File Maker Pro and MS Access.
Web applications such as SharePoint and Google Docs.
Experience with Unix/Linux environments is a plus.
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.
About Harvard University Faculty of Arts and Sciences
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. Harvard faculty are engaged with teaching and research to push the boundaries of human knowledge. For students who are excited to investigate the biggest issues of the 21st century, Harvard offers an unparalleled student experience and a gen...erous financial aid program, with over $160 million awarded to more than 60% of our undergraduate students. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world.