IT Help-desk Technician 1-29056 - Harvard Maintenance, Inc

Position Objective:

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:

IT Support Representative 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.

Essential Duties and Responsibilities:

• Provide remote help desk support via phone and/or in-person using our internal ticketing system for issues related to desktop software, hardware, and peripherals.
• First point of contact for all inbound client phone calls and tickets to the Help Desk.
• Maintain close contact and open communication with clients until an issue has been resolved
• Work within the company ticketing system to create detailed work logs and technical documentation.
• Triage and escalate complex issues appropriately to Tier 2/3/4 support.
• Remotely provide hardware and software support, including installation of new software and updates when required, across all supported sites.
• Provide manager with regular updates on common problems encountered and identify possible long-term solutions/improvements to reduce future problems.
• Use communication channels to inform team of important issues and information to help improve team performance.
• Provide support and deployment services for mobile devices and tablets.
• Update and load new computer images on end user laptops and desktops.
• Refurbish used equipment (computers, monitors, printers, servers, etc.)
• Other duties as assigned.

Knowledge and Skill Requirements:

• Minimum of 3 years’ experience working in a technical support, help desk or IT support position is required.
• Minimum of 1 year administering an MDM solution in the enterprise.
• Minimum of 1 year Supporting iOS and Android devices, configuring email, hotspot and accounts.
• Associate degree in IT related field or additional 1 years of experience working in a technical environment.
• CompTIA A+ certification– Not necessary, but a plus.
• Proven ability to install, upgrade, repair, move and replace desktops, laptops, smart phones/tablets and other technical equipment.
• Familiarity with data backup, disaster recovery 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, including TCP/IP, Windows 7,10 and above.
• Excellent written and verbal communication skills with ability to communicate in both technical and non-technical language.
• Demonstrated success with providing support and problem resolution with unfamiliar systems, software and hardware and a passion for solving problems long-term.
• 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.

 

Work Conditions

• On call help desk rotation (one week per month). May change based on company need.
• Ability to travel to customer sites as necessary, both local and out-of-state (less than 10%).
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Compensation:

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

Schedule:Hybrid