As part of the Center for Government and International Studies (CGIS) IT Client Support Team, this position reports to the Assistant Director of IT Client Services, responsible for providing Level 1-2 support for three different areas at Institute for Quantitative Social Science (IQSS). This technician will be part of a team providing on-site technical IT desktop support for about 500 faculty, postdocs, graduate students, and staff in the FAS Social Sciences Division. This role also provides front-end system administration support for the IQSS research computer cluster, data storage and analysis platform designed to support social science researchers, for roughly 400 users spanning FAS and many other Harvard schools. This position also provides support for Harvard Dataverse, an open-source web application on which Harvard faculty and researchers can share, preserve, cite, explore and analyze research data.
The successful candidate will be a detail-oriented, organized professional with strong technical skills who can function well in both a team environment and 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. For on-site technical IT desktop support, the position involves installing, diagnosing, and/or fixing hardware such as laptops, desktops, printers, tablets and smartphones and software running on the Mac and Windows operating systems. S/he will provide end user training as needed. S/he would be responsible for the creation and management of accounts and project data storage spaces on the IQSS Research Computing Environment (RCE) and work closely on projects with the RCE back-end system administrators. For Harvard Dataverse, s/he would be responsible for troubleshooting issues related to accounts and datasets and working closely with the Dataverse back-end team to identify and report bugs. 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.
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 10.7-10.13 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, LANDesk and Casper.
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, LANDesk, and Microsoft deployment tool SCCM.
Recent versions of MS Office Pro Suite, including experience with Word, Excel, and PowerPoint.
Encryption software, including Bit Locker, and File Vault.
Various browser types, including Internet Explorer, Firefox, Safari, and Chrome.
Mail clients and calendars, including Outlook 365, 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 for Business, Google hangout and FaceTime.
Databases, 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.
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.
Internal Number: 46822BR
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. 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. 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.