The IT Support Services team at Harvard Business School provides outstanding desktop and audiovisual services to faculty, staff, students and executive education participants. The team supports the School's mission by delivering premium technology offerings that enhance and creatively advance the teaching, learning and research environment.
The Media Services team, including Audiovisual Systems, Audiovisual Productions, and Audiovisual Operations, provides day-to-day operation for all audiovisual services on the HBS campus. The Media Technology Specialist is a member of the Audiovisual Operations team, responsible for providing on-site support for all campus events, verifying full operation of all audiovisual technology, and ensuring that faculty and presenters are fully versed on using the technology and ready to handle unique situations prior to every class. This includes support for all audiovisual technology in classrooms, conference rooms, auditoriums and other audiovisual integrated spaces across the HBS campus.
Media Services also provides video conferencing services for the campus. The Media Technology Specialist will be actively engaged in video productions, video conferences and live audiovisual events in auditoriums and all event spaces. The Specialist collaborates across the Audiovisual Operations, Productions and Systems teams to ensure Media Services is providing audiovisual solutions that meet the needs of every campus event or program.
The ideal candidate will have significant experience in the customer service industry and they will be comfortable providing audiovisual services in high-touch, enterprise-level environments. Knowledge of ITIL and ITSM methodologies would be very beneficial. The candidate will have proven ability to deliver world-class customer service in very demanding climates, and to manage many simultaneous work items of changing priority. They will demonstrate excellent interpersonal and communication skills, and possess maturity, professionalism, and judgment.
Manage high-volume, fast-paced work queue filled with shifting priorities and many simultaneous pieces of work
Deliver on mission of providing outstanding audiovisual services and support at every opportunity
Ensure presenters are aware of technology and ready prior to the start of events and presentations
Monitor audiovisual systems and processes; track and report on trends
Assist in training for faculty, staff and students as needed on all new technology
Assist in audiovisual infrastructure and technology research and development
Assist with walk-in customers, phone calls and other last minute requests
Assist with maintaining audiovisual equipment and minor repairs as needed
Manage incident and request management queue
Manage client expectations and communicate Media Services' policies and service standards
Ensure all classroom, auditorium, and conference room technology on campus is operating properly
Record and report on all incidents involving technology failures
Maintain clean work space and storage closets
Independently manage work schedule and clearly report on all assignments
Assume additional responsibilities as required
Salary Grade: 055
Union: 55 - Hvd Union Cler & Tech Workers
Minimum Level of Experience Required: 3+ years of relevant experience
1-2 years experience supporting enterprise-level audiovisual environments
Ability to perform physical tasks including climbing ladders and stairs; must be able to individually lift and move equipment up to 50 pounds, and up to 100 pounds with the assistance of others
Support outside of regularly scheduled hours, including weekends, will occasionally be required
Must be accessible by personal cell phone during business hours, and occasionally off-hours; phone stipend will be provided
This is considered an "On-Campus Critical Position": the employee is required to report to campus to his/her normal work location (or an alternate site if necessary) for non-deferrable work during an emergency closure or curtailment; an employee serving in an on-campus critical position may have to report to work even if the emergency closure occurs during a time that he/she is not regularly scheduled to work
Additional Skills and Abilities Desired
Minimum Level of Education Required: Bachelor's Degree preferred, but not required
Background in higher-education and/or large corporate environments
Ability to deliver world-class customer service, and a strong desire to help others
Superior maturity, professionalism, and judgment; ability to excel with minimal supervision
Ability to successfully manage many simultaneous work items of changing priority; strong ownership, accountability, and attention to detail in all work efforts
Analytical and troubleshooting skills; a desire to identify and resolve technical or process issues
Comfortable working with senior managers, executives, and other teams throughout HBS
Knowledge of audiovisual industry and systems including Crestron, video conferencing platforms, projection systems, personal computers, etc.
Demonstrated interpersonal and written/verbal business communication skills
Comfortable working with a team as well as independently
Ability to meet scheduled deliverables and commitments while juggling multiple tasks
Experience with IT Infrastructure Library (ITIL) and IT Service Management (ITSM)
Strong aptitude to quickly learn and institutionalize business, technical, and process knowledge; interest and ability to assess and improve work processes
Experience with conflict management, negotiating, and difficult conversations
Ability and desire to capture and maintain accurate technical documentation and knowledge management content
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.
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. T...he 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.