Technology Support Analyst

Working in the Technology Support Services (TSS) group within HLS Information Technology Services (ITS), the Technology Support Analyst is an endpoint support role focused on desk side and field service delivery. This position is responsible for providing outstanding customer service to the Harvard Law School community, working closely with faculty and staff to troubleshoot complex issues. Able to work with diverse technical and non-technical clients, the Technology Support Analyst (TSA) approaches customer interactions with an empathetic and positive attitude. An inquisitive and critical thinker, they collaborate with other TSAs and their colleagues in ITS to address shifting priorities and accomplish team goals.   

Essential Functions:

• Monitor incoming service channels and ticketing system, and respond to customer requests in a timely manner.

• Accurately records customer issues into the tracking system; maintains and updates support documentation to assist in information sharing within the team.

• Takes ownership of customer issues from first contact, and is accountable for the solutions and customer experience delivered until the issue is resolved.

• Provides endpoint support for faculty and staff via desk-side field visits.  Responsible for working independently to address complex technical issues using analytical and critical thinking skills.

• Consults with faculty, critical administrative departments and external customers to understand unique technology needs and provide classroom and event pre-production services.

• Perform basic, intermediate and advanced AV setups, strikes, and high-profile event support.

• Perform intermediate and advanced audio and video postproduction.

• Act as an ally to other members of the support team by being approachable, collaborative, and friendly, providing whatever aid they can to assure that customer issues are being addressed in timely and precise manner.

• Work collaboratively with third-level technicians and Enterprise Infrastructure Group colleagues in testing new technologies, deployment trials, and skill sharing.

• Maintains current knowledge of personal computing technology, using that information to provide better support and consulting services.

• Expected to be able to perform the duties of any role at the Service Desk, so as to be able to cover those areas during peak times and assist other techs in managing workloads.

• Responsible for leading and participating in large and small scale operational technology projects, working autonomously to identify project objectives, meet deadlines and produce deliverables.

• Leads and demonstrates understanding of recurring operational tasks: co-op hiring and orientation, VP account management; works to continuously improve and refine these processes.  

• Participates in weekly Service Desk Coordinator rotation: supervising Desk technicians, acting as a technical escalation point, and directing workflow at the Service Desk.

• Strong maturity, professionalism, and judgment; ability to complete most work with little or no supervision

• Demonstrated ability to organize and coordinate workload independently among constant deadlines and shifting priorities.

• Occasionally required to work outside of normal business hours, and may be called during off hours

• 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.

Additional Responsibilities:

• Performs other duties as required.

Basic Qualifications

BA/BS strongly preferred or equivalent combination of education and experience. Minimum of 3 years of relevant experience and providing customer service with minimal supervision

Additional Qualifications

• Demonstrated ability to work collaboratively as part of a field team sharing responsibilities

• Must possess superior written, oral and interpersonal communication skills with a strong dedication to customer service

• Experience in training junior technicians and cooperative work-queue management.

• Experience working in a managed enterprise technology environment.

• Aptitude to learn, retain, and teach technical skills and institutional knowledge to junior staff.

• Working knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM) principles and best practices is desirable.

• Background in higher-education is desirable, as are industry-standard hardware/software certifications (i.e. Microsoft, Apple, A+)

Additional Information

All offers to be made by HLS Human Resources.