Working in Information Technology and reporting to the IT Support Manager, the Technology Services Advisor is a trusted advisor and partner to the HKS community for technology advising and consulting that combines broad technical knowledge and expertise across the entire IT service portfolio. An articulate and approachable technology advocate, deeply skilled in providing highly-informed technical consulting services, while also maintaining support standards and practices; dynamically adapts and eagerly cooperates with other members of the HKS IT Team to address shifting needs and technology trends for the HKS community.
Responsibilities and duties include, but are not limited to: Technology Advising and Consulting
Take ownership of issues brought to their attention through tickets, direct consultations and other channels to provide direction and connections to resources who can execute upon the plan.
Consult and engage with faculty, researchers, staff, senior leadership, departments, centers, and project managers as a technology partner to help identify opportunities where existing IT services can be used and to identity gaps in our IT service portfolio where improvements can be made.
Develop partnerships with key stakeholders across the School and the University to become a knowledgeable and trusted resource to make connections happen and act as a liaison to get issues moving in the right direction.
Become the trusted partner and advisor that faculty, researchers, staff, senior leadership, departments, centers and project managers can rely on and go to for ideas, questions and issues.
Build a strong understanding of all of the available services in the IT service portfolio to be able to have informative discussions with the HKS community that will help to foster trust and create stronger partnerships across the School.
Be the service owner for procurement services provided to the HKS community.
Engage with faculty, staff, researchers and others on conversations about IT hardware and software procurement so that decisions and positive outcomes for everyone involved, including the School and the University, for computing hardware and software requirements to ensure that the unique needs of each individual, department or research center are met.
Research and suggest options to find the most optimal solution, which may not always be purchasing something.
Review, approve and place all IT orders for computers, peripherals, software with a variety of vendors using different systems on a daily basis to ensure that orders are not delayed.
Manage the computer and software inventory asset databases and process all transactions going into these databases.
Manage the forecasting, communications and delivery of inventory in conjunction with the IT Service Center team.
Manage the computer replacement cycle for the School on a daily and quarterly basis by working with IT liaisons across the School to process and coordinate returns and replacements.
Serve as Apple and Dell liaison representing HKS for roadmap and business discussions and meetings.
Oversee the standard Apple and Dell computer model transition process in conjunction with the Service Center and Endpoint Management teams that is required several times per year when new models are made available by vendors.
Other Essential Functions
Acts as an ally and mentor to all other members of the Support Team, being approachable, sharing, and friendly, rendering whatever aid they can to ensure that customer issues are being efficiently and precisely addressed.
Organize, manage, lead and/or participate in technology and operational projects in support of the IT Service Center Team, IT Support Team, IT Team, HUIT, and cross-functional HKS projects.
Provide support and training for applications and solutions.
Stay current with new technologies and recommend solutions.
Proven ability to organize and coordinate workload independently while constantly juggling multiple deadlines and shifting priorities.
Strong maturity, professionalism, and judgment; ability to complete most work with minimal supervision.
Occasionally required to work outside of normal business hours, and may be called during off hours.
The duties listed above are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Requirement within 180 days of start date:
Information Technology Infrastructure Library (ITIL) Foundations certification
Completion of Harvard IT Academy's
Bachelor's degree and 3 years of experience OR Associate's degree/certificate and 5 years of experience. Required experience must be in an IT environment within a diverse user community and must include procurement responsibilities. Relevant coursework and internships will count toward experience.
Non-Technical Experience, Skills, Knowledge and Abilities:
Exceptional dedication to customer service.
Exceptional empathy skills to be able to relate to others and see things through their lens of the world.
Exceptional skills working with VIP and sensitive customers to provide support services.
Exceptional written, oral and interpersonal communication skills.
Exceptional ability to take a concept or idea and make it easy for others to easily understand in pursuit of desired outcomes and solutions.
Exceptional communication skills to be able to communicate technical topics to non-technical individuals.
Exceptional maturity, professionalism and judgment.
Exceptional ability to exercise patience and professionalism in stressful situations with customers and team members.
Exceptional organizational and prioritization skills to be able to coordinate and complete workload amongst constant deadlines and shifting priorities in a dynamic environment.
Exceptional ability to work with others in a team-oriented and collaborative environment.
Exceptional ability to complete most work independently and with minimal supervision, wherever and whenever applicable.
Exceptional problem-solving skills and ability to develop innovative ideas to these problems.
Technical Experience, Skills, Knowledge and Abilities Gained through Experience or Education:
Basic troubleshooting to find answers to a broad range of issues with Windows and Mac-based hardware and software.
Network communication protocols, including IP addressing, DHCP, DNS and web protocols
Virus and malware protection, detection and removal on all platforms
Data backup technologies and services
PC and Mac hardware components, troubleshooting, repairs and upgrades
Printer hardware components, troubleshooting and repair
Usage of multiple types of peripherals and accessories
Wireless and wired networking
Information security best practices
Preferred Experience, Skills, Knowledge and Abilities:
ServiceNow or other incident management support tracking / incident management platform
Knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM)
Background in higher-education is highly desirable, however, a fresh perspective is also welcome.
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 53902BR
About Harvard University Kennedy School
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.