Application Support Specialist
Harvard University Information Technology
Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to delivering service and technological solutions in support of teaching, learning, research and administration. We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise. HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment. If you are a technically proficient, nimble, user-focused, and accountable IT professional who also connects with the importance of collaborating well in a team environment, we are looking for you!
The Application Support Specialist is responsible for onboarding and off-boarding staff, supporting end-users and tracking incidents, managing the website, ordering and distributing hardware and software, and other special projects in support of Harvard University Health Services (HUHS). End-users and stakeholders consist of patients, staff, providers, managers, administrators, consultants, vendors, and other Harvard departments.
The Application Support Specialist reports to the Senior Director of Medical Information Systems in the Administrative Technology Services (ATS) division of Harvard University Information Technology (HUIT). The role provides tactical and support expertise and execution of the following.
Job Specific Duties:
Onboarding\\Offboarding and User Management
- Prepares for and meets with new hires on start date. Tasks include laptop setup, assisting with HarvardKey (HK) & Duo Mobile Application setup, assigning all Harvard Training Portal (HPT) training, and setting up additional accounts including PnC Medical Record, email, Sharepoint, Active Directory Groups, Zoom, VPN, distribution lists, shared mailboxes PACS access, and Adobe access.
- Trains on PnC interface when appropriate.
- During off-boarding, works with managers to remove access to PnC and other user accounts and lists.
- Performs Active Directory based user administration.
- Maintains current Excel list of all active HUHS users and distributes it to managers and administrators when requested.
- Performs monthly user audits for group memberships in PnC, Zoom, SharePoint, Exchange, VPN, and Adobe.
- Maintains all HUHS web-based training on the HTP.
- Communicates with managers for updating content and assigning appropriate training when needed.
- Creates content in Articulate Storyline app and publishes it to HTP.
- Participates in HTP user group meetings.
- Develops and coordinates training sessions with end-users as needed.
- Creates hand-outs and web-based instructions for end-users.
- Provides day-to-day support to end-users on-site and at remote locations to resolve problems and/or handle incidents regarding desktop/laptop PCs, software applications, peripherals, and printers.
- Supports vendors with technical assistance and connectivity issues and works with enterprise support groups and outside vendors to resolve problems.
- Collaborates with Webmaster on website support and maintenance needs.
- Monitors HUHS IT ServiceDesk tickets and voicemail and Webmaster mailbox.
- Carries on-call phone for 24-hour support as part of a team schedule.
- Prioritizes problems based on severity and urgency and tracks all outstanding incidents until successful resolution.
- Minimum of 2+ years’ post-secondary education or relevant work experience
Additional Qualifications and Skills
The following Additional Qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.
- Must be able to work with minimal supervision and as part of a team.
- Excellent customer service, positive attitude, and interpersonal and organizational skills.
- Ability to
- communicate technical knowledge in lay person’s terms
- work with frequent interruptions
- Familiarity with electronic medical record systems.
- Experience handling multiple tasks.
- Project management, organizational, and technical writing skills.
Certificates and Licenses
- Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.
- Sitting and standing for extended periods of time.
- Using near vision for reading.
- Computer use for extended periods of time.
- Lifting (approximately 20 to 30 pounds), bending, and other physical exertion.
- Work is performed in an office setting.
- Harvard University requires pre-employment reference and background screening.
- Harvard University Information Technology is unable to provide work authorization and/or visa sponsorship.
- This position has a 90-day orientation and review period.
- Letter of good health from your personal health care provider.
- TB skin test (within past 3 months) or, if known skin test positive, documentation of previous chest x-ray, information about any past treatment.
- Documentation of immunity (positive antibody titers) for Measles, Mumps, Rubella and Varicella.
- Proof of appropriate past immunization for Measles, Mumps, Rubella and Varicella.
- Hepatitis B vaccine series – required for staff with possible exposure to blood or blood borne pathogens.
- A current Flu vaccine (this season) and Covid vaccines to include the Primary series and Bivalent Booster.
Harvard continues to place the highest priority on the health, safety and wellbeing of its faculty, staff and students, as well as the wider community. Information and details can be found via Harvard’s Coronavirus Workplace Policies website: https://hr.harvard.edu/corona-virus-workplace-policies.
The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/
Work Format Details
This is a hybrid position that is based in Cambridge, Massachusetts, and will require onsite work up to but not limited to 3 days per week. Additional travel to campus may be necessary based on business needs and the nature of work. Examples include bi-annual or quarterly Town Halls, critical business meetings or other work events, and the hire must live in a commutable state (Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont). Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.
More about HUIT:
Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University. Our mission is to assure Harvard’s leadership in IT. We strive to make it easier for faculty, students, and staff to teach, research, learn and work through the effective use of information technology.
HUIT’s core values are:
Harvard University Health Services is a multi-specialty medical practice exclusively for members of the Harvard community—students, faculty, staff, eligible post-docs, retirees, and their dependents.
Our Service Commitment:
- Provide the highest level of service to our community
- Recognize dignity and worth in each individual
- Take every opportunity to share knowledge with one another
- Do our best, as we continually strive to improve
HUIT’s IT Academy aims to enable each IT staff person to grow professionally and become a trusted partner to her or his team. The IT Academy is built on the belief that every IT staff member across the University (including technology employees at each school and campus) can grow in her or his area of expertise as well as building strong people and project management skills. Learn more here: https://itacademy.harvard.edu/
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
- Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
- Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
- Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
- Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
- Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
- Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
- Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
- Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
- Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Department Office Location
USA - MA - Cambridge
403123 Info Tech Support Associate II
Hybrid (partially on-site, partially remote)
Administrative Technology Services
55 - Hvd Union Cler & Tech Workers
Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
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