Service Desk Associate I

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.

As a 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.

Minimum of 1 year of experience relevant to the essential responsibilities and providing customer service.

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

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.

• 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.

• 35hrs/week, M-F.
• This position rotates weekly through a 7 hour per day rotating schedule (35h per week), 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.