Working in Information Technology and reporting to the IT Service Center Manager, the IT Service Center's Senior Technical Support Engineer is a senior IT technician position with deep technical knowledge and expertise across the entire IT service portfolio, resources and tools. An articulate and approachable technology advocate, skilled in providing informed technical consulting services, while also maintaining support standards and practices; dynamically adapts and eagerly cooperates with other members of the HKS IT Team to address shifting needs and technology trends.
Duties and Responsibilities include, but are not limited to:Tier 3 - Field Support & Faculty / VIP Support Provide knowledgeable technical support in the office for field support, using all of the provided and appropriate tools, and escalating when appropriate. Develop solutions to complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors across multiple platforms. Acts as an escalation point for VIP and/or sensitive customers who need and/or require high-quality, high-touch support services to accomplish specific goals to bring issues to resolution. Acts as technical escalation point for junior members of the Support Team to assist in timely and service-oriented resolution to issues for all of our customers.Tier 2 - New Computer Equipment Deployments Take ownership of managing and leading the execution of the IT new equipment deployment process. Refine the deployment process for continuous improvement in conjunction with the IT Service Center Manager and IT Service Center Team Lead.Tier 1 – Email, Phone, Remote, Chat & Walk-Up Support Provide knowledgeable technical support for walk-up help using all of the provided and appropriate tools, and escalating when appropriate. Participate in rotating queue management shift to take ownership, triage and bring support tickets to resolution for customers. Takes ownership of customer issues from first contact assuring the customer that the team member receiving their support ticket is dedicated to assisting them; further not letting the support ticket go until the customer has an answer, or until they are connected directly with the appropriate resource. Provide knowledgeable technical support via the phone and chat, while using remote support tools to assist, and escalating when appropriate.
Other Essential Functions Acts as an ally and mentor to all other members of the Support Team, being approachable, sharing, and friendly, rendering whatever aid they can to ensure that customer issues are being efficiently and precisely addressed. Organize, manage, lead and/or participate in technology and operational projects in support of the IT Service Center Team, IT Support Team, IT Team, HUIT, and cross-functional HKS projects. Provide support and training for complex applications and solutions. Stay current with new technologies and recommend endpoint solutions. Proven ability to organize and coordinate workload independently while constantly juggling multiple deadlines and shifting priorities. Strong maturity, professionalism, and judgment; ability to complete most work with minimal supervision. Occasionally required to work outside of normal business hours, and may be called during off hours.
We regret that the Harvard Kennedy School does not provide Visa Sponsorship.Harvard University requires pre-employment references and background checks.Harvard University is committed to supporting a healthy, sustainable learning and working environment.Please note: During the current period of Covid-19 related restrictions, this position may start as a remote position, with transition to onsite in Cambridge, Massachusetts when the office reopens. We continue to monitor the evolving COVID-19 and lifting of restrictions. We appreciate your understanding and flexibility with our interview process. We will be conducting interviews virtually for selected candidates until further notice.
Salary Range: $67,700 - $113,900Note: Starting salaries typically fall in the lower half of the salary range; however, they are ultimately determined by the scope of the position, the candidate's relevant experience, and internal equity. Harvard Kennedy School's Mission and Commitment to Diversity, Inclusion, and BelongingAt Harvard Kennedy School, fostering a diverse and inclusive community where everyone feels they belong is a matter of basic fairness consistent with our core values as an institution. It is also essential to our mission of improving public policy and leadership—because recruiting the best people and creating an environment where they can thrive make us better at what we do, because we learn more from people with different perspectives, and because we work in diverse groups and serve diverse societies.Learn more about Harvard Kennedy School's commitment to diversity, inclusion, and belonging. Harvard Kennedy School's mission is to improve public policy and leadership so people can live in societies that are more safe, free, just, and sustainably prosperous. Our teaching, research, and engagement with practitioners focus on these priorities:
Bachelor's degree or equivalent experience plus 5 years of technical support experience within a diverse user community. At least 3 years of help desk experience.
Non-Technical Experience, Skills, Knowledge and Abilities:
Technical Experience, Skills, Knowledge and Abilities Gained through Experience or Education: