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 issu