Service Desk Assistant in Cambridge, Massachusetts at Harvard University

003145SR
School/Unit Harvard Law School
Department Information Technology Services
Job Function Information Technology
Location Cambridge
Job Type Full-time
Salary Grade 052
FLSA Status Non-exempt
Union 55 - Hvd Union Cler & Tech Workers
Term Appointment No

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard Law School?

Join a community that combines excellence in legal education and scholarship with a deep commitment to justice. Here at Harvard Law School (HLS), you’ll find an environment that values who you are and encourages you to grow, inspire others, and make a meaningful impact. Wherever you are in your career journey, HLS is a place where you can thrive, contribute, and be part of something bigger.

Service Desk Assistants support the work of the Harvard Law School Service Desk team, providing attentive and customer-focused technology support to our community of students, faculty, staff and visitors.

The ideal candidate understands the importance of empathy, active listening, and accountability when working with the HLS community to deliver technology solutions. The successful candidate will also have some prior phone or in-person customer service experience, and a working understanding of technical endpoints including Microsoft and Apple personal computers and basic audiovisual equipment.

As a Service Desk Assistant you will:

• Monitor incoming service channels. Maintaining detailed and accurate ticket information, staying in close communication with customers on all open work, setting and maintaining appropriate expectations throughout interactions, and delivering superior customer satisfaction
• Perform basic AV setups, strikes, and event support using built-in classroom technology.
• Perform basic audio and video postproduction: trimming and delivering media to customers.
• Staff service desk and address walk-in customer needs in a timely, professional manner.
• Maintain public kiosk and lab computers: installing software and working with colleagues to troubleshoot issues.
• Build, configure, and manage endpoints for deployments, repairs, and disposal
• Participate in small-scale student or public-related deployment and operational projects.
• Perform other duties as required.

Basic Qualifications

Minimum 6 months to one year of experience relevant to the essential responsibilities and providing customer service.

Additional Qualifications and Skills

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

Standard Hours/Schedule: 35 hours per week; Full-time, M-F. This position rotates weekly through a 7 hour per day rotating schedule to cover our service hours. 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.

Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position

Pre-Employment Screening: Identity, Criminal

Other Information:

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.

All offers are made by HLS Human Resources.

#LI-WK1

Work Format Details

This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 052. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.