Provide multi-tier technical support, monitor online classes and provide instant resolution for technical issues associated with classroom technology.
This position reports to Director of Technical Support (Academic) at the Harvard Division of Continuing Education (DCE). This position is part of a support team dedicated to providing students and faculty with technical assistance with online courses and learning technologies. The primary responsibility of this position is to provide technical support, monitor online classes and provide instant resolution for technical issues associated with classroom technology. Technical support will be provided primarily by phone and email in a help desk environment. Staff must have the ability troubleshoot online education-related technical problems or escalate ticket. Many of the technical support issues require investigative and problem-solving skills. This position will include scheduled hours during evenings and weekends. Responsibilities include frontline phone support for instructors and students in online courses including Web Conference, streaming video and recorded lectures. Monitor live online classes for problems with audio, video or other streaming issues. Notify proper staff for course wide issues for live classes. Provide email support of student and faculty technical questions. Support students with online and proctored exams. Create ServiceNow support tickets regarding all contacts made to the helpdesk. Consult with or transfer unresolved tickets to other staff. Assist students with basic course web site navigation and assignment submission.
The Faculty of Arts and Sciences will not provide visa sponsorship for this position.
In order to be considered for this role, a resume and cover letter must be submitted with application.
The Division of Continuing Education (DCE) comprises several entities serving about 30,000 students annually. The Harvard Extension School, the Harvard Summer School, the Harvard Professional Development Programs and the Harvard Institute for Learning in Retirement allow Harvard to serve the learning needs of students across their life. For more than a century, Harvard Extension School has made Harvard faculty and teaching accessible to a diverse community of local, national, and international students. Harvard Extension School enrolls approximately 17,000 students per year in approximately 46 graduate and undergraduate liberal arts and professional fields. More than 1,500 open enrollment courses are offered year-round with over 600 available online are offered at affordable prices to our communities across the world. Harvard Summer School offers approximately 450 courses on the Harvard Campus to 11,000 secondary school, college and adult learners and more than 30 international study abroad programs for up to 600 students each summer. The Division also includes the Harvard Institute for Learning in Retirement with approximately 550 active members and Harvard Professional Development Programs offering 80 short noncredit courses to almost 4,000 learners annually.All formal offers will be made by FAS Human Resources.
Harvard offers an outstanding benefits package including: