IT Service Desk Technician I

Position Objective:

The (IT Service Desk Technician I) position will provide IT support for all Harvard locations, as well as remote users.  This position is responsible for the overall service support function of local and field technology users.

Duties and Responsibilities:

·         Provide best-in-class technical support.

·         Present oneself in a professional, courteous, and respectful way.

·         Provide remote help desk support via phone and/or in-person.

·         Update the internal ticketing system with details related to resolution of issues.

·         First point of contact for user issue resolution, triage user technical issues to resolution.

·         Escalate and work with the Engineering team for solutions to sometimes complex problems.

·         Maintain close contact and open communication with clients until an issue has been resolved.

·         Update company Knowledge base with technical documentation and solutions.

·         Communication and collaboration on issues found in the Harvard user environment.

·         Utilize Microsoft Autopilot to load new computer images on end user laptops and desktops.

·         Help maintain and administer Microsoft Intune environment and devices in endpoint manager.

·         Work within our RMM software to monitor and resolve alerts found on user workstations. 

·         Deploy laptops, docking stations, desktops, monitors, printers, servers, and more.

·         Provide support and deployment services for mobile devices and tablets.

·         Follow all pre-established procedures and workflows documented in Confluence to complete work as expected.  

·         Provide manager with regular updates on recuring issues encountered in the user environment and help identify possible long-term solutions or improvements to reduce future problems.

·         Respond to Urgent requests received through IT Escalation Phone line

·         Other duties as assigned.

Qualification:

·         AA in IT related field or IT certification or 1 year of experience working in a technical environment.

·         Experience installing, upgrading, and repairing desktops or laptops running MS operating systems.  

·         Experience with smart phones, tablets, and other technical equipment.

·         Familiarity with data backup and system imaging.

·         Knowledge of IT systems including servers, desktops, routers, switches, and firewalls.

·         Working technical knowledge of current network protocols, operating systems, and standards

·         Knowledge of and basic troubleshooting method for LAN communication over TCP/IP networks

·         Ability to learn new or unfamiliar systems, software, hardware, and a passion for solving problems. 

·         Ability to deliver outstanding customer service and demonstrate professionalism while maintaining composure in stressful situations.

·         Ability to conduct research into a wide range of computing issues as required.

·         Able to read and understand technical manuals, procedural documentation, and OEM guides.

·         Understanding of the organization’s goals and objectives.

·         Self-motivated and directed.

·         Keen attention to detail.

·         Analytical and problem-solving abilities.

·         Ability to effectively prioritize and execute tasks in a high-pressure environment.

·         Experience working in a team-oriented, collaborative environment.

·         Ability to work independently and request support when appropriate and necessary.

·         Excellent written and verbal communication skills

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.