Job Summary
Service Desk Assistants support the work of the Harvard Law School Service Desk team, providing attentive and customer-focused technology support to our community of students, faculty, staff and visitors.
The ideal candidate understands the importance of empathy, active listening, and accountability when working with the HLS community to deliver technology solutions. The successful candidate will also have some prior phone or in-person customer service experience, and a working understanding of technical endpoints including Microsoft and Apple personal computers and basic audiovisual equipment.
Job-Specific Responsibilities
As a Service Desk Assistant you will:
Monitor incoming service channels and ticketing system, and respond to customer requests.
Staff service desks and address walk-in customer needs in a timely, professional manner.
Provides basic technical support via the phone, walkup and remote tools.
Perform basic AV setups, strikes, and event support using built-in classroom technology.
Maintain public kiosk and lab computers: installing software and working with colleagues to troubleshoot issues.
Maintain paper and toner supply levels for public multifunction printers.
Basic Qualifications
Minimum 6 months to one year of experience relevant to the essential responsibilities and providing customer service.
Additional Qualifications and Skills
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
Physical Requirements
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.
Working Conditions
This position is located on campus.
Additional Information
This is a one-year term appointment with potential for renewal, subject to departmental funding and need.
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.
We are currently hiring for multiple positions on the team
We regret that Harvard Law School is unable to provide visa sponsorship for staff positions.
All offers to be made by HLS Human Resources.
Be a part of excellence and leadership in legal education and scholarship at Harvard Law School. We are a community of talented people from diverse backgrounds, lived experiences, and perspectives, dedicated to advancing the cause of justice all over the world. We value our differences and our diversity as a source of strength. We are committed to developing and inspiring our students and our workforce. Whoever you are, whatever you do, however you do it, Harvard Law School is a place where you can thrive.
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