Technical Support AnalystEngineer-Recruited

Additional Details

• Preferred Pay Rate Range : BR40
• ReportTo Detail : 100% on Campus
• Tenure Limit : 3 months
• FLSA Exemption Status : NonExempt/OT Eligible
• Required Education : High School Graduate
• Required occupational training certifications or license(s) : None
• Business Title : Technical Support Engineer
• Additional Job Details : This position will be responsible for supporting a broad range of systems and applications providing support both oncampus and remotely with a focus on general desktop support deployment and administration mobile device management and support printer support technical training and knowledge management personal solutions consulting project implementation and security administration. This position will also be responsible for providing high level white glove support to VIP customers. The unifying characteristics of the position are outstanding customer service skills versatility and breadth in technical skills strong organizational skills and attention to detail the ability to take ownership where appropriate and the ability to assist various teams and projects successfully accomplish their objectives. Ideal candidates thrive on variety in their daily work on interaction with customers and on working with a wide range of technologies. Analyzes and resolves complex customer and technical problems involving multiple technologies and platforms. Recommend equipment and application purchases for customer base. Explore test and implement new IT solutions and services as required with the goal of standardization. Standards and Process Development: Participate and advise in the definition of desktop and applications standards images processes and policy governance to improve technical services. Assess QA document and train on desktop and applications solutions. Collaborate with faculty researchers and staff to streamline business processes using information technology solutions. Perform administration for IT services as appropriate and required including user accounts file/print backup/restore virtualization storage email. Provide assistance and support for security administration mail file servers and assisting users with backup and recovery. Identify research diagnose and escalate (as needed) production problems such as defects questionable functions errors and inconsistencies in systems function. Participate in project work as required including nonbusiness hour deployments (e.g. nights and weekends) Provide 2nd and 3rd tier support for installation implementation and troubleshooting of complex hardware and software issues to both Desktop support and Service Desk teams. Performs other duties as required. Typical Core Duties: Basic Qualifications: BA/BS or equivalent experience preferred. Must have at least 23 years experience with Apple and Microsoft operating systems and hardware in a computer support related setting; experience working in a networked environment. Must have related work experience supporting various desktop applications (MS Office Outlook/Exchange and various web browsers). Broad software application skills desired. Demonstrated ability to master new software applications and technologies. Additional Qualifications: In addition to the required skills the ideal candidate will have these highly desirable skills: Ability to interact with technical staff and work in a teamoriented customer focused environment. Demonstrated ability to communicate professionally and effectively with a wide range of technical and nontechnical users using numerous tools both orally and in writing (e.g. MS Teams Slack email etc.) Works to meet the goals of HUIT with enthusiasm and a spirit of cooperation. Demonstrated ability providing remote support using tools such as Bomgar and/or Zoom in a hybrid work environment. Experience working with high level VIP s providing whiteglove support. Experience with Apple and Dell hardware repairs preferred. Willingness to learn and support new technologies Physical Requirements: Continuous walking standing sitting and manual dexterity. Frequent bending lifting handling and reaching. Occasional push/pulling squatting and climbing. 50lbs
• Does this position require a HUID : Yes
• Is the worker converting from being a Harvard fulltime employee (FTE) : No
• Preidentified candidates information including name email phone state/city/zip & pay rate : (No Value)
• Role requires identity I9 and 3 reference screen (recruited) : Yes
• Role requires identity I9 screen (payrolled) : No
• Role requires DMV/driving history screen : No
• Role requires criminal background and sexual offender screening CORI/SORI : No
• Role requires criminal background screen : Yes
• Role requires 10panel drug screen : No
• Role requires credit record check : No
• Role requires compliance with Immunization policy. : No