Support Center AnalystIT Support Assistant-Recruited

Boston, NH - USA

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Description:

This role provides primary tier one telephone and remote support for user technologies. Process work in queued ticketing system closing or escalating tickets and issues documenting resolution in ticketing or knowledge management system to help resolve similar problems more quickly in future. May serve as backup for walk in or field support. May help with light repairs or providing support for internal IT related services. Diagnose and resolve computer related problems in hardware applications and operating systems including issues related to installations and configurations. Provide primary support to resolve issues relating to computer and printer repair. Ensures documentation is accurate and updated regularly. May monitor computer lab resources and computing environment for errors and ensure optimum up time of resources. Track all client interactions and document work process. May support students users in computer labs. Identify opportunities to improve customer satisfaction technology and processes and contribute to a team environment by working collaboratively. Requires experience troubleshooting tier one Mac and Windows OS and related experience supporting email and desktop applications.

Enable Skills-Based Hiring No

Union Designation

Additional Details

Preferred Pay Rate Range : 21.78 - 28.08
Union Designation : Union Eligible
Report-To Detail : 100% on Campus
Tenure Limit : 3 months
FLSA Exemption Status : Non-Exempt/OT Eligible
Required Education : High School Graduate
Required occupational training certifications or license(s) : None
Business Title : Support Center Analyst/IT Support Assistant -Recruited: Mass and Harvard Registered States.
Additional Job Details : Provide first-contact technical support for HMS community members including computer hardware software networking accounts mobile devices printers classroom/audiovisual systems and other specialized technology. Assist HMS community members with technical issues and requests via remote and in-person troubleshooting; provide support as assigned in a variety of modalities including in-person walk-up remote session ticketing system email phone and deskside support. Diagnose and resolve basic to moderately complex incidents; escalate more complex issues as required. Set up and configure desktop computers accounts peripherals and install/remove standard software and hardware. Administer user accounts: vet identity assist with password resets update database records. Produce and test user documentation; maintain update or create basic web pages or internal databases. Generate moderately complex reports. Participate in routine security checks and perform basic troubleshooting for network telephony and voicemail issues. Provide device lending and shared resource support including emergency classroom/AV response. Communicate effectively with end-users as a liaison for IT. May be required to participate in an After Hours calls rotation. Participate in cross-functional IT projects and provide support to related IT Support teams as assigned including cross-assignment to related IT Support teams as coverage for temporary work surges or staffing shortages and performs other duties as assigned. Responsible for computer peripheral and printer hardware troubleshooting and diagnostics and facilitating hardware repairs with HMS approved vendors.
Pre-identified candidates information including name email phone state/city/zip & pay rate : (No Value)
Is the worker converting from being a Harvard full-time employee (FTE) : No
Role requires identity I-9 and 3 reference screen (recruited) : Yes
Role requires identity I-9 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 10-panel drug screen : No
Role requires credit record check : No
Role requires compliance with Immunization policy. : No

Description: This role provides primary tier one telephone and remote support for user technologies. Process work in queued ticketing system closing or escalating tickets and issues documenting resolution in ticketing or knowledge management system to help resolve similar problems more quickly in...

Description:

Enable Skills-Based Hiring No

Union Designation

Additional Details

Preferred Pay Rate Range : 21.78 - 28.08
Union Designation : Union Eligible
Report-To Detail : 100% on Campus
Tenure Limit : 3 months
FLSA Exemption Status : Non-Exempt/OT Eligible
Required Education : High School Graduate
Required occupational training certifications or license(s) : None
Business Title : Support Center Analyst/IT Support Assistant -Recruited: Mass and Harvard Registered States.
Additional Job Details : Provide first-contact technical support for HMS community members including computer hardware software networking accounts mobile devices printers classroom/audiovisual systems and other specialized technology. Assist HMS community members with technical issues and requests via remote and in-person troubleshooting; provide support as assigned in a variety of modalities including in-person walk-up remote session ticketing system email phone and deskside support. Diagnose and resolve basic to moderately complex incidents; escalate more complex issues as required. Set up and configure desktop computers accounts peripherals and install/remove standard software and hardware. Administer user accounts: vet identity assist with password resets update database records. Produce and test user documentation; maintain update or create basic web pages or internal databases. Generate moderately complex reports. Participate in routine security checks and perform basic troubleshooting for network telephony and voicemail issues. Provide device lending and shared resource support including emergency classroom/AV response. Communicate effectively with end-users as a liaison for IT. May be required to participate in an After Hours calls rotation. Participate in cross-functional IT projects and provide support to related IT Support teams as assigned including cross-assignment to related IT Support teams as coverage for temporary work surges or staffing shortages and performs other duties as assigned. Responsible for computer peripheral and printer hardware troubleshooting and diagnostics and facilitating hardware repairs with HMS approved vendors.
Pre-identified candidates information including name email phone state/city/zip & pay rate : (No Value)
Is the worker converting from being a Harvard full-time employee (FTE) : No
Role requires identity I-9 and 3 reference screen (recruited) : Yes
Role requires identity I-9 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 10-panel drug screen : No
Role requires credit record check : No
Role requires compliance with Immunization policy. : No