It Service Desk Technician I

The Harvard Companies include five entities working to serve the business community in the janitorial and protection services areas. Harvard Maintenance and Harvard Protection are two of the largest and fastest growing, privately owned providers of high quality janitorial and security services in the United States. We are an industry leader and are well known for our innovative thinking and entrepreneurial spirit. Our success over the last fifty years stems from Harvard's Inverted Pyramid®, which recognizes that our front-line employees are the most important people in our organization. The Inverted Pyramid® ensures that our employees feel valued, are given the tools to be successful, and are empowered to execute in their roles. People are also at the center of our Core Values. Our People First core value clearly states that “we are a family organization that promotes respect and embraces diversity”.

Position Objective

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

• Ability to learn new or unfamiliar systems, software and hardware and a passion for solving problems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Follow all pre-established procedures and workflows documented in Confluence to complete work as expected.
• Provide best in class technical support.
• Experience with smart phones, tablets, and other technical equipment.
• Work within our RMM software (n-Central) to monitor and resolve alerts found on user workstations.
• Respond to Urgent requests received through IT Escalation Phone line
• Present oneself in a professional, courteous, and respectful way.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Escalate and work with Engineering team for solutions to sometimes complex problems.
• Communication and collaboration on issues found in the Harvard user environment.
• Ability to deliver outstanding customer service and demonstrate professionalism while maintaining composure in stressful situations.
• Self-motivated and directed.
• Knowledge of and basic troubleshooting method for LAN communication over TCP/IP networks
• Excellent written and verbal communication skills
• Provide remote help desk support via phone and/or in-person.
• AA in IT related field or IT certification or 1 year of experience working in a technical environment.
• Ability to work independently and request support when appropriate and necessary.
• Keen attention to detail.
• Familiarity with data backup and system imaging.
• Understanding of the organization’s goals and objectives.
• Provide manager with regular updates on recuring issues encountered in user environment and help identify possible long-term solutions or improvements to reduce future problems.
• Update company Knowledge base (Confluence) with technical documentation and solutions
• Knowledge of IT systems including servers, desktops, routers, switches, and firewalls.
• Update internal ticketing system with details related to resolution of issues.
• Working technical knowledge of current network protocols, operating systems, and standards
• Deploy laptops, docking stations, desktops, monitors, printers, servers and more.
• Ability to conduct research into a wide range of computing issues as required.
• Provide support and deployment services for mobile devices and tablets.
• First point of contact for user issue resolution, triage user technical issues to resolution.
• Other duties as assigned.
• Help maintain and administer Microsoft Intune environment and devices in endpoint manager.
• Analytical and problem-solving abilities.
• Maintain close contact and open communication with clients until an issue has been resolved.
• Experience installing, upgrading, and repairing desktops or laptops running MS operating systems.
• Experience working in a team-oriented, collaborative environment.
• Utilize Microsoft Autopilot to load new computer images on end user laptops and desktops.

Work Conditions

• Travel less than 10%
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand, and power tools, and to handle other computer components.
• On call rotation.

Harvard is offering a competitive salary structure including benefit package with medical, dental, life, and long-term disability (LTD) insurance along with 401K Savings Plan.

Equal Opportunity Employer