Support Center Analyst/IT Support Assistant-Recruited

Description:

This role provides primary tier one telephone and remote support for user technologies. Process work in queued ticketing system, closing or escalating tickets and issues, documenting resolution in ticketing or knowledge management system to help resolve similar problems more quickly in future. May serve as backup for walk in or field support. May help with light repairs or providing support for internal IT related services. Diagnose and resolve computer related problems in hardware, applications, and operating systems, including issues related to installations and configurations. Provide primary support to resolve issues relating to computer and printer repair. Ensures documentation is accurate and updated regularly. May monitor computer lab resources and computing environment for errors and ensure optimum up time of resources. Track all client interactions and document work process. May support students users in computer labs. Identify opportunities to improve customer satisfaction, technology, and processes and contribute to a team environment by working collaboratively. Requires experience troubleshooting tier one Mac and Windows OS and related experience supporting email and desktop applications.

Enable Skills-Based Hiring No

Union Designation

Additional Details

• Preferred Pay Rate Range : 40-43/hr
• Union Designation : Union Eligible
• Report-To Detail : 100% on Campus
• Tenure Limit : 3 months
• FLSA Exemption Status : Non-Exempt/OT Eligible
• Required Education : High School Graduate
• Required occupational training, certifications or license(s) : None
• Business Title : IT Support Associate
• Additional Job Details : 100% on campus. Basic Qualifications: High school graduate or equivalent with data processing training, computer operations training, or experience in a multi-operation system or production control environment; Experience troubleshooting Mac and Windows; Experience with email and desktop application support; Three to five years of related experience providing customer service in a technological environment; Knowledge of a variety of hardware, software, programming languages, and operation systems. Basic knowledge of network protocols and some experience with computer applications and operating systems. May be tested on appropriate computer skills as required. Preferred Qualifications: College degree preferred; Prior Harvard or higher edu experience; Excellent written and verbal communication skills; Demonstrated team performance skills and service mindset approach.
• Pre-identified candidate's information, including name, email, phone, state/city/zip & pay rate : (No Value)
• Is the worker converting from being a Harvard full-time employee (FTE)? : No
• Role requires identity, I-9 and 3 reference screen (recruited) : Yes
• Role requires identity, I-9 screen (payrolled) : No
• Role requires DMV/driving history screen : No
• Role requires criminal background and sexual offender screening CORI/SORI : No
• Role requires criminal background screen : Yes
• Role requires 10-panel drug screen : No
• Role requires credit record check : No
• Role requires compliance with Immunization policy. : No