Support Desk Technician

We are seeking temporary IT support staff to assist with the rollout of Okta Multi-Factor Authentication (MFA). This temporary role is ideal for individuals with strong technical support skills, a passion for customer service, and the ability to work in a fast-paced environment. The position offers an opportunity to contribute to a high-impact technology initiative at Harvard while gaining experience in enterprise IT support. 

The Service Desk technician will provide technical frontline support across the Universities’ broad range of tools and software, with a priority of support to users as Harvard transitions to Okta MFA. Responsibilities include assisting users with authentication issues, troubleshooting access problems, and ensuring a smooth adoption process.  

Job-Specific Responsibilities:

• Deliver expert-level technical support to end users throughout the Okta MFA deployment, ensuring a smooth and secure rollout. 
• Diagnose and resolve complex authentication, identity management, and access-related issues across diverse operating systems and enterprise platforms. 
• Provide comprehensive desktop support, including installation, configuration, and troubleshooting of applications such as Microsoft Office, Adobe Creative Cloud, Zoom, and other productivity tools. 
• Accurately document, track, and manage all customer interactions and resolutions within the ServiceNow ITSM platform, ensuring timely follow-through and ticket closure. 
• Collaborate effectively with Service Desk team members, managers, and IT partners using tools such as Slack, Zoom, and Microsoft Teams.  
• Proactively identify recurring or widespread technical issues, escalate to the appropriate teams, and assist in root-cause analysis. 
• Participate in occasional after-hours support and weekend rotations. 

Qualifications

Basic Qualifications:

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role. 

• 1+ year of experience in customer service, end-user support, or IT troubleshooting.

Additional Qualifications and Skills:

The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn. 

• Proficiency with PC-compatible and Macintosh hardware and operating systems. 
• Experience with Microsoft 365, Apple products, and enterprise IT environments. 
• Technical capability to provide IT support in a higher education or enterprise environment. 
• Strong ability to document customer interactions and technical issues clearly. 
• Background with problem-solving, communication, and interpersonal skills. 
• Familiarity with support ticketing systems (ServiceNow). 
• Knowledge of ITIL methodology, change management, and risk management. 
• Technical proficiency in networking, MFA solutions (Okta), Office 365, and Zoom. 
• Enthusiasm for customer service and the ability to work in a fast-paced, collaborative environment. 

Certificates and Licenses:

• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.

Additional Information

Appointment End Date:

This is a fully benefited, full-time Harvard University position that has been funded for six months from date of hire. There is the possibility of renewal, contingent upon your work performance meeting the needs of the department and the continued availability of funding designed to support the position. 

Standard Hours/Schedule: 35 hours per week. Availability to work occasional off-hours during peak support periods.

Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position

Pre-Employment Screening: Identity

Other Information: 
Please provide a cover letter and resume as one document with your application. 
This position has a 90-day orientation and review period. 

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Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 054. Please visit  Harvard's Salary Ranges  to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.