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Service Desk Associate I


Job Summary



Service Desk Associates are the foundation of the Harvard Law School Service Desk support team. They provide high-touch technology support to our community of students, faculty and staff. Our Service Desk staff maintains a consistent focus on our customers’ needs by developing and demonstrating proficiency in our Service Mindset and Trusted Advisor competencies. They resolve customer service requests by providing timely, high-quality resolutions on first contact and follow through on those they cannot resolve, collaborating with their colleagues at the Service Desk to deliver a solution.



As a SDA-I You Will



Job-Specific Responsibilities

  • Monitor incoming service channels and ticketing system, respond to customer requests and maintain/update documentation.
  • Staff service desks and address customer needs in a timely, professional manner.
  • Provide knowledgeable technical support via the phone, walkup and remote tools.
  • Perform basic AV setups, strikes, and event support, primarily using built-in classroom technology.
  • Perform basic audio and video postproduction: trimming and delivering media to customers.
  • Participate in small-scale student or public-related deployment and operational projects.
  • Perform other duties as required.



Basic Qualifications



Minimum of 1 year of experience relevant to the essential responsibilities and providing customer service.



Additional Qualifications



We are looking for people with:

  • Interpersonal communication skills with dedication to providing a high level customer service
  • Good analytical and active listening skills
  • Empathy, professionalism, and good judgment
  • Prior phone and in-person support experience
  • Ability to organize and coordinate workload independently among constant deadlines and shifting priorities
  • Working understanding of technical endpoints including Microsoft and Apple personal computers and audiovisual equipment



Physical Requirements



Must be able to individually lift, move and install computer and audio/visual equipment up to 50lbs, and periodically up to 100 lbs. with the assistance of others.

Working Conditions

  • Occasionally required to work outside of normal business hours, and may be called during off hours.
  • Required to work Veterans Day, Presidents Day, Alumni Reunions Weekends, Admitted Students Weekends, and other holidays/weekends as needed to support HLS Events and Activities.



Additional Information



All offers to be made by HLS Human Resources.



Be a part of excellence and leadership in legal education and scholarship at Harvard Law School. We are a community of talented people from diverse backgrounds, lived experiences, and perspectives, dedicated to advancing the cause of justice all over the world. We value our differences and our diversity as a source of strength. We are committed to developing and inspiring our students and our workforce. Whoever you are, whatever you do, however you do it, Harvard Law School is a place where you can thrive.



Job Function

Information Technology

Location

USA - MA - Cambridge

Job Code

403058 IT Support Assistant II

Sub-Unit



  • Department

    Information Technology - Technology Support Services

    Time Status

    Full-time

    Salary Grade

    053

    Union

    55 - Hvd Union Cler & Tech Workers

    Pre-Employment Screening

    Criminal, Identity

    Schedule

    This position rotates weekly through a 7 hour per day rotating schedule (35h per week), to cover our service hours.

    EEO Statement

    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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.Show moreShow less


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