Reporting to the Director of Technical Support within the Division of Continuing Education.
The position will join a team of support professionals dedicated to assisting students and faculty with technology related to online learning. The primary responsibility of this position is to provide ongoing support of Web Conference courses, online section meetings and other video streaming technologies. Must be able to design and conduct both group and individual faculty training using various technology related to online learning. Responsibilities include answering support incidents (emails and phone calls) in a variety of technologies and provide tier II support for Web Conference incidents. Candidate must be able to troubleshoot problems in live online classrooms and other time-critical situations.
Need to stay up to speed on the latest online learning technology by attending conferences, engaging online communities and researching new technology. Will take an active role in determining the technology standards and hardware recommendations related to Web Conferencing.
Secondary duties include integration of video streaming technologies with Canvas Learning Management System, assisting with lecture capture based courses and designing online documentation. Secondary duties include some tier I support at Online Support Help Desk.
The Division of Continuing Education (DCE) comprises several entities including the Harvard Extension School, the Harvard Summer School, the Harvard Professional Development Programs and the Harvard Institute for Learning in Retirement. For more than a century, Harvard Extension School has made Harvard faculty and teaching accessible to a diverse community of local, national, and international students. Harvard Extension School enrolls approximately 13,000 students per year in approximately 65 liberal arts and professional fields. More than 650 open enrollment online and classroom courses are offered at affordable prices to our communities across the world. Harvard Summer School offers approximately 300 courses on the Harvard Campus to 6,000 secondary school, college and adult learners and more than 30 international study abroad programs for up to 600 students each summer. The Division also includes the Harvard Institute for Learning in Retirement with approximately 550 active members and Harvard Professional Development Programs offering about 60 two-day, noncredit courses annually.
All formal offers will be made by FAS Human Resources.
Salary Grade: 055
Union: 55 - Hvd Union Cler & Tech Workers
Three plus (3+) years of experience with computers or wire and cable, providing customer service or technical support in an academic technological environment.
High school graduate with computer operations training, or experience in a multi-operation system or production control environment, and or data processing training.
Bachelor's degree strongly preferred.
Fluency in multiples of the following is critical: Adobe Connect, Blackboard, Zoom, Canvas, HTML and ServiceNow.
Familiarity with video streaming technologies and basic video editing.
Familiarity with a variety of digital video cameras, microphones, webcams and related equipment.
Experience with Canvas or other Learning Management System is preferred.
Excellent interpersonal, verbal, technological, and written communication skills are required.
Ability to work independently and respond quickly to email-based correspondence, essential.
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.
About Harvard University Division of Continuing Education
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.