Job Summary:

• Ensure service delivery excellence and customer satisfaction
• Act as an escalation point for the client’s stakeholders and end-users
• Troubleshoot and resolve service issues and concerns
• Maintain a knowledge base of the evolving products and services
• Provide support and leadership to resident team at assigned campuses
• Build and maintain professional, trusting relationships with client users
• Manage the delivery of core service offerings, including:
• Print management and technical services
• Service delivery and SLA and OLA oversight
• Workflow redesign and project management
• Collaborate with client IT&S teams on strategic planning and support campus initiatives
• Proactively seek ways to improve service delivery and bring value-added initiatives

Skills on Resume:

• Service Management (Hard Skills)
• Client Relations (Soft Skills)
• Issue Resolution (Hard Skills)
• IT Collaboration (Hard Skills)
• Leadership Support (Soft Skills)
• Knowledge Maintenance (Hard Skills)
• Project Oversight (Hard Skills)
• Innovative Improvement (Soft Skills)

Job Summary:

• Manage and lead the Windows Desktop and Server teams
• Ensure system stability, security and performance metrics are met
• Diagnose, solve and deliver root cause analysis for Windows Infrastructure outages
• Implement and maintain security controls on Servers and Workstations as outlined by corporate policies
• Responsible for the on-going development of the Desktop and Server teams
• Provide guidance on process improvements, standardization efforts, technology deployment and strategic and tactical implementations
• Ensure adherence to all department and company policies, processes and procedures
• Responsible for the yearly Disaster Recovery coordination of employee and application owner needs
• Analyze and improve efficiency, scalability, and stability of Windows Systems / Applications
• Responsible for various Audit requirements (SOC, GLBA, etc.)
• Stay up to date on new technologies/processes as they relate to the IT industry

Skills on Resume:

• Team Leadership (Soft Skills)
• System Stability Management (Hard Skills)
• Infrastructure Troubleshooting (Hard Skills)
• Security Implementation (Hard Skills)
• Process Standardization (Hard Skills)
• Policy Compliance (Hard Skills)
• Disaster Recovery Planning (Hard Skills)
• Audit Management (Hard Skills)

Job Summary:

• Effectively implement, manage, and maintain information system infrastructure used to provide IT services and protect the confidentiality, integrity, and availability of the organization's information assets.
• Performs troubleshooting, diagnosis, and ensures repairs/fixes of PC hardware. 
• Performs troubleshooting, diagnosis, and repairs/fixes desktop operating system problems.
• Performs troubleshooting, diagnosis, and repairs/fixes common desktop application problems. 
• Assembles purchased desktop units, putting together the required hardware, installing the operating system/drivers, and installing the required applications.
• Support Cloud based phone system.
• Support engineering software such as Solidworks, Pro-E, IAR systems and Mentor Graphics Pads.
• Performs troubleshooting, diagnosis, and repairs/fixes issues related to printers.
• Performs troubleshooting, diagnosis, and repairs/fixes RF equipment used in the Distribution Center.
• Performs troubleshooting, diagnosis, and repairs/fixes MAC operating system problems.
• Ensures that problems and their solutions are properly logged into the Helpdesk Call Tracking System.
• Trains users in PC functions and techniques.
• Keeps track of local inventory and stocks consumable such as patch cables, network adapters, and hard drives. 

Skills on Resume:

• Infrastructure Management (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• OS Problem Solving (Hard Skills)
• Application Support (Hard Skills)
• Cloud System Support (Hard Skills)
• Engineering Software Assistance (Hard Skills)
• Helpdesk Support (Hard Skills)
• Inventory Management (Hard Skills)

Job Summary:

• Manage the desktop operations and activities associated with the identification, prioritization, and resolution of reported problems using best practices and ticket system
• Provide leadership and technical guidance to desktop team members regarding support functions
• Conduct and direct research into IT issues and products 
• Create, document, and update processes to resolve issues efficiently and effectively
• Participate in and contribute to IT infrastructure projects striving to improve firm-wide end-user experience
• Provide white glove technical support as appropriate for software (productivity software, computer operating systems and internet applications) and hardware (printers, desktops, laptops, drivers, monitors and mobile devices)
• Develop, maintain, and improve various day to day processes, procedures, as well as onboarding methodologies for additional responsibilities
• Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems
• Be client-driven and stay up to date on technological developments in the industry
• Responsible for the IT management of new hire/termination process of employees
• Lead the Fixed Assets Team with inventory tracking and assets deployment process
• Implement and manage a data-driven approach to support, using metrics to measure and optimize support activities
• Ability to effectively prioritize and execute tasks in a high-pressure, team environment
• Continually reprioritize technical issues based on level of urgency
• Address complex support issues escalated by staff

Skills on Resume:

• Desktop Operations Management (Hard Skills)
• Technical Leadership (Soft Skills)
• IT Research (Hard Skills)
• Process Documentation (Hard Skills)
• White Glove Support (Hard Skills)
• Onboarding Systems (Hard Skills)
• Metrics Analysis (Hard Skills)
• Issue Escalation Handling (Hard Skills)

Job Summary:

• Direct a staff of 5-10 who provide support and services to approximately 1000 customers across HUIT supported departments, units and schools.
• Manage and delegate daily workload and task assignment, so as to guarantee efficiency and quality service is provided to the end user while balancing a flex work environment.
• Ensure that customer coverage areas are reviewed and addressed daily 
• Hire staff, design and implement training schedules, assign tasks and projects to staff, perform reviews, manage time off (area coverage, back up), provide staff with the tools and support to perform their function expeditiously even in a remote support setting.
• Consult with customers regularly to develop relationships and resolve issues.
• Assist in the Development and maintenance of hardware and software standards, ensure standards are met.
• Collaborate with peers and department contacts to develop and implement technology refresh plans, maintain usage policies.
• Own the relationship with primary support coverage areas
• Continually research, evaluate and provide documented recommendations for new technologies and tools within the Information Technology field.
• Present technology roadmaps to members of technology management as well as business partners.
• Provide second and third level of technical support to assist staff in resolving complex user problems.
• Deal with all aspects of escalated problems, troubleshooting of complex hardware and software issues to both Desktop support and Helpdesk teams.
• Collaborate with other field managers, faculty, researchers, and staff to enhance productivity, efficiency, and streamline business processes using information technology.
• Provide technical expertise and mentoring to other IT Services and Support staff.

Skills on Resume:

• Staff Management (Soft Skills)
• Task Delegation (Soft Skills)
• Customer Relations (Soft Skills)
• Technology Standards Oversight (Hard Skills)
• Technology Planning (Hard Skills)
• Advanced Tech Support (Hard Skills)
• Problem Escalation (Hard Skills)
• IT Collaboration (Soft Skills)

Job Summary:

• Manage and lead projects, participate in project work as required, which may include non-business hour tasks
• Participate in long range planning of desktop and support activities by applying technical expertise and an understanding of HUIT's current and future structure, business needs.
• Responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment
• Work directly with business units to determine needs, solutions, project plans
• Ensure rapid response to customer calls, to correct/prevent system problems
• Monitor/manage communications between service owners during a major Incident
• Stay current with new technologies and recommend endpoint solutions
• Advise, teach and provide guidance and support in the use and selection of appropriate information technologies
• Abide by and follow the Harvard University IT technical standards, policies, and Code of Conduct
• Ensure that system patches are installed in a timely manner for terminal operating systems in all regions
• Deploy desktop management software to unify endpoints across all regions
• Perform the system changes adhered to organizational policies
• Maintain technical documentation in association with other functional departments.

Skills on Resume:

• Project Leadership (Soft Skills)
• Strategic IT Planning (Hard Skills)
• Staff Management (Soft Skills)
• Business Collaboration (Soft Skills)
• Incident Management (Hard Skills)
• Technology Advising (Hard Skills)
• System Compliance (Hard Skills)
• Documentation Maintenance (Hard Skills)

Job Summary:

• Oversee the operation of Tier 2 support, ensuring efficient and effective processes.
• Develop a deep understanding of academic and institutional operations in relation with Tier 2 support.
• Ensure service level agreements, key performance indicators, and metrics are meet and exceed customer expectations for incident and problem management.
• Maintain the Campus Wide Computer Refresh program.
• Analyze performance of Desktop Support activities and documented resolutions, identify problem areas, and deliver solutions to enhance quality of service.
• Provide technical consulting services as a partner/liaison to campus constituents.
• Stay current with rapidly changing and complex technology trends, issues, and developments to provide relevant technical advice.
• Manage internal client expectations and keep clients informed of systems, processes, and developments.
• Provide Tier 2 staff technical guidance.
• Coordinate with other IM&T teams to foster cross-functional support services ensuring customer requests are being consistently addressed according to established processes and procedures.
• Directly manage staff members and sets annual goals and performance metrics for unit teams in accordance with institutional needs.
• Conduct midyear and annual performance evaluations reviews for direct reports.

Skills on Resume:

• Support Oversight (Hard Skills)
• SLA Management (Hard Skills)
• Performance Analytics (Hard Skills)
• Technical Consulting (Hard Skills)
• Trend Awareness (Hard Skills)
• Client Relations (Soft Skills)
• Team Coordination (Soft Skills)
• Staff Evaluation (Soft Skills)

Job Summary:

• Provide second level management for student employees. 
• Act as a reviewer for all student performance evaluations.
• Holds responsibility for making administrative decisions, resolving personnel issues, and upholding a comprehensive strategic focus for the team. 
• Conduct weekly or regularly scheduled Desktop Support team meetings. Provide project overview and goal setting. 
• Review, analyze, and discuss service group support requirements as defined by support tickets. 
• Provide regular report to the Assistant Director of Support Services accordingly.
• Provide training and educational opportunities to ensure technical staff is fully competent.
• Conduct hiring of new personnel.
• Oversee the development, implementation, and administration of staff training procedures and policies for Desktop Support.
• Works as a member of the IM&T Leadership team to set technology direction, strategy, and vision.
• Provide leadership on IM&T Projects by assisting with the oversight of the project portfolio and by acting as a Project Manager on Some Projects
• Collaborate closely with the Innovative Technology Group IT Governance Subcommittee.

Skills on Resume:

• Employee Management (Soft Skills)
• Performance Review (Soft Skills)
• Administrative Oversight (Hard Skills)
• Team Coordination (Soft Skills)
• Support Analysis (Hard Skills)
• Training Development (Hard Skills)
• Recruitment (Soft Skills)
• Project Leadership (Soft Skills)

Job Summary:

• Sort out the current situation of desktop management in each region
• Formulate unified desktop O&M specifications in accordance with information security requirements
• Promote the implementation of global Active Directory
• Perform inventories and usage monitoring of all IT computer assets.
• Ensure all computer hardware is accurately being tracked in inventory system.
• Audit all IT computer assets on an annual basis.
• Pursue professional development to enhance skillset.
• Evaluate and study the feasibility of new technologies as they may benefit the university.
• Demonstrate initiative toward proactive problem resolution and propose innovative or best practice solutions to improve service capability.
• Provide insightful guidance, prudent recommendations, and effective deployment of the annual

Skills on Resume:

• Desktop Management Analysis (Hard Skills)
• Security Standardization (Hard Skills)
• Active Directory Implementation (Hard Skills)
• Asset Inventory Monitoring (Hard Skills)
• Hardware Tracking (Hard Skills)
• IT Audit Management (Hard Skills)
• Professional Development (Soft Skills)
• Technology Evaluation (Hard Skills)

Job Summary:

• Purchase, inventory, support, troubleshoot, and maintain end-user technology equipment
• Communicate with customers at all levels of management, take ownership of customer issues, and follow problems through to resolution with a concierge approach
• Plan, develop, and maintain IT Support process, policies, and procedures for administering the technical support function
• Manage the primary customer-facing team for Information Technology
• Manage overall responsibility and use of Service Desk tools, such as ticket tracking, knowledge base, and customer satisfaction
• Continuous improvement in customer service experience through regular follow-up with internal and external customers to gauge satisfaction with problem resolution
• Responsible for supply chain and delivery of end-user information technology devices and software
• Analyze Technical Support problems and determine resources needed to solve them
• Independently monitor, diagnose, investigate, and resolve system and endpoint challenges
• Ensure all customers’ requests are managed promptly and effectively within defined Service Level Objectives
• Be the main escalation point for urgent issues from team members or users

Skills on Resume:

• Technology Procurement (Hard Skills)
• Customer Communication (Soft Skills)
• IT Process Management (Hard Skills)
• Team Leadership (Soft Skills)
• Service Desk Management (Hard Skills)
• Customer Service Improvement (Soft Skills)
• Supply Chain Oversight (Hard Skills)
• Issue Escalation Handling (Hard Skills)

Job Summary:

• Oversee, Lead, Manage and Mentor all Help Desk / Service Desk technicians providing technical support to all customer requests and inquiries
• Ensuring that tickets are entered and assigned the proper severity level
• Understanding current ticket status at all times
• Build a team of support analysts who are highly customer service focused
• Monitoring calls to identify any critical ticket and ensure proper escalation for resolution
• Developing ticket aging reports
• Achieve standards in quality and productivity of incident/request management, including responsiveness, resolution time, and customer satisfaction
• Ensure alerts are sent to the user community with regular updates on critical systemic issues
• Ensure individual critical issue status is communicated to the user
• Communicate with management on critical issues or suspected issues
• Facilitate resolution of all trouble tickets (Own the Ticket)
• Escalate issues and patterns to Tier II and ensure Tier II support closes tickets in a timely manner

Skills on Resume:

• Team Leadership (Soft Skills)
• Ticket Management (Hard Skills)
• Service Monitoring (Hard Skills)
• Performance Reporting (Hard Skills)
• Quality Assurance (Hard Skills)
• Communication Coordination (Soft Skills)
• Issue Escalation (Hard Skills)
• Problem Resolution (Hard Skills)