Service Desk Associate I

Harvard University
Position Title: Service Desk Associate I
Req ID: 66689BR
School or Unit: Harvard Law School
Description: Job Summary
Service Desk Associates are the foundation of the Harvard Law School Service Desk support team. They provide high-touch technology support to our community of students, faculty and staff. Our Service Desk staff maintains a consistent focus on our customers' needs by developing and demonstrating proficiency in our Service Mindset and Trusted Advisor competencies. They resolve customer service requests by providing timely, high-quality resolutions on first contact and follow through on those they cannot resolve, collaborating with their colleagues at the Service Desk to deliver a solution.
Position Description
As a Service Desk Associate I (SDA-I) you will:

• Monitor incoming service channels and ticketing system, respond to customer requests and maintain/update documentation.
• Staff service desks and address customer needs in a timely, professional manner.
• Provide knowledgeable technical support via the phone, walkup and remote tools.
• Perform basic AV setups, strikes, and event support, primarily using built-in classroom technology.
• Perform basic audio and video postproduction: trimming and delivering media to customers.
• Participate in small-scale student or public-related deployment and operational projects.
• Perform other duties as required.

Basic Qualifications
Minimum of 1 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
• Prior phone and in-person support experience
• Ability to organize and coordinate workload independently among constant deadlines and shifting priorities
• Working understanding of technical endpoints including Microsoft and Apple personal computers and audiovisual equipment

Additional Information
We regret that Harvard Law School is unable to provide visa sponsorship for staff positions.

All offers to be made by HLS Human Resources.
About Us
Be a part of excellence and leadership in legal education and scholarship at Harvard Law School. We are a community of talented people from diverse backgrounds, lived experiences, and perspectives, dedicated to advancing the cause of justice all over the world. We value our differences and our diversity as a source of strength. We are committed to developing and inspiring our students and our workforce. Whoever you are, whatever you do, however you do it, Harvard Law School is a place where you can thrive.
Benefits
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Department Office Location: USA - MA - Cambridge
Job Code: 403058 IT Support Assistant II
Job Function: Information Technology
Work Format: On-Site
Sub Unit: ------------
Salary Grade: 053
Department: Information Technology Services
Union: 55 - Hvd Union Cler & Tech Workers
Time Status: Full-time
Pre-Employment Screening: Criminal, Identity
Schedule: 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. This position rotates weekly through a 7 hour per day rotating schedule (35h per week), to cover our service hours.
Commitment to Equity Diversity Inclusion and Belonging: Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
EOE 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.

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