Customer Support Specialist

Boston, MA, United States

**Customer Support Specialist**

Boston, MA

**Type:**

Full-Time

**Posted:**

08/09/2021

Harvard Business School

54910BR

**Job Summary**

The IT Support Services team at Harvard Business School provides outstanding desktop and audiovisual services to the HBS community. The team supports the School's mission by delivering premium technology offerings that enhance and creatively advance the teaching, learning and research environment.

The Customer Support Specialist offers exceptional first-level desktop support to faculty, staff, students and executive education participants across a wide range of products and services via phone, email, remote and in-person support. The Specialist shows strong technical and professional skills and provides world-class customer service in a fast-moving high-touch environment by supplying timely, high-quality resolutions to service requests. They refer those they cannot resolve appropriately to other technology teams after ensuring they are properly documented and prioritized.

The ideal candidate will be an energetic quick learner who possesses superior interpersonal and communication skills, has significant skills and experience in supporting Microsoft and Apple personal computing environments, and shows maturity, accountability, and professionalism in all work matters.

**Job-Specific Responsibilities**

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

* Collaborate with teammates to manage a high-volume, fast-paced work queue filled with shifting priorities and many simultaneous pieces of work

* Troubleshoot and permanently resolve technical issues across an unlimited variety of hardware/software

* Maintain detailed and accurate ticket information, stay in close communication with customers on all open work, set and maintain appropriate expectations throughout interactions, and deliver superior customer satisfaction

* Perform work according to current team standards and best practices, and rapidly assimilate changes to processes and procedures

* Consistently create knowledge articles that follow the HBS IT content standard, use articles to resolve incoming work, and improve existing articles with updated information as needed

* Proactively escalate customer service issues, trends, and suggestions for product/process changes to senior peers or management

* Consult with end users and departments to assess technology needs, and recommend hardware/software solutions; work with senior peers or management to implement these solutions

* Build, configure, deploy, and maintain personal computing products including desktops, laptops, tablets, research workstations, and mobile devices

* Occasionally participate in technology projects

* Assume additional responsibilities as required

**Basic Qualifications**

* Minimum Level of Education Required: high school graduate

* Minimum Level of Experience Required: 1-3 years of relevant experience

* Must cover up to one weekend overtime shift per month; additional support outside of regularly scheduled hours, including weekends, will occasionally be required

* This is considered a "Remote Access Critical Position": the employee is required to perform non-deferrable work during emergency closures or curtailments but is not necessarily required to do so at their on-campus workspace; instead, a remote access employee may perform non-deferrable work remotely from home or another off-campus location

**Additional Qualifications and Skills**

* Ability to deliver outstanding customer service, and a career focus on helping others

* Excellent interpersonal and written/verbal communication skills

* Ability to carry out most work tasks with minimal supervision

* Intermediate technical and analytical skills supporting both Microsoft and Apple personal computing environments

* Intermediate knowledge of desktop/laptop computer hardware, especially from Dell and Apple -

* Intermediate technical knowledge with current/prior versions of Microsoft and Apple operating systems, Office applications, Outlook/Exchange, Microsoft SharePoint, etc.

* Experience working in a managed enterprise technology environment

* Intermediate technical knowledge of mobile devices, including hardware, software, and network components

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

* Ability to excel in a team environment

* Demonstrated ability to project empathy with customers and teammates, and to partner with others to creatively find satisfactory, supportable solutions

* Strong aptitude to quickly learn and retain technical skills and institutional knowledge

* Ability to clearly and easily present technical concepts to customers in non-technical language

* Ability to capture and maintain accurate technical documentation and knowledge management content, both internal and customer facing

* Experience installing, using, and supporting desktop tools including back-up solutions, virus protection, encryption, and management solutions

* Familiarity with IT Infrastructure Library (ITIL) and IT Service Management (ITSM) concepts is desirable

**Additional Information**

**This position is approved as a term appointment with an end date of 6/30/2022. There is a possibility of renewal/extension. This 1-year term limit does not apply to current Harvard employees.**

During the current period of COVID-19 related restrictions, this position may start as a remote position with the transition to onsite at HBS campus in Boston, MA when the office reopens.

While we continue to monitor the evolving COVID-19 guidelines and restrictions, we appreciate your understanding and flexibility with our interview process. Please note that we will be conducting interviews virtually (phone and or Zoom) for selected candidates until further notice.

Harvard will require COVID vaccination for all Harvard community members who will have any on-campus presence. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University's COVID vaccination requirement and exceptions may be found at the University's "COVID-19 Vaccine Information" webpage:

A cover letter is required to be considered for this opportunity.

Harvard Business School will not offer visa sponsorship for this opportunity.

Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences.

**Job Function**

Information Technology

**Location**

USA - MA - Boston

**Job Code**

403123 Info Tech Support Associate II

**Sub-Unit**

------------

**Department**

Information Technology

**Time Status**

Full-time

**Salary Grade**

055

**Union**

55 - Hvd Union Cler & Tech Workers

**Appointment End Date**

30-Jun-2022

**Pre-Employment Screening**

Identity

**EEO Statement**

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

Customer Support Specialist

Harvard University

Boston, MA

To apply, please send all application materials to:

Harvard University

Cambridge, MA 02138

*Please be sure to read the job posting carefully and submit all required information.*

#J-18808-Ljbffr