Desk Technician

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

HUIT is a community of Information Technology professionals committed to understanding our users and devoted to making it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology. 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!

Our Mission: huit.harvard.edu/about

We empower the Harvard community with essential and transformative technologies to advance education, knowledge, and discovery.

HUIT’s core values are:

• Human-centered
• University-focused
• Innovation-driven
• Team-oriented

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: (Use the "Apply for this Job" box below)..

We are seeking temporary IT support staff to assist with the rollout of Okta Multi‑Factor Authentication (MFA). This temporary role is ideal for individuals with strong technical support skills, a passion for customer service, and the ability to work in a fast‑paced environment. The position offers an opportunity to contribute to a high‑impact technology initiative at Harvard while gaining experience in enterprise IT support.

The Service Desk technician will provide technical frontline support across the Universities’ broad range of tools and software, with a priority of support to users as Harvard transitions to Okta MFA. Responsibilities include assisting users with authentication issues, troubleshooting access problems, and ensuring a smooth adoption process.

• Deliver expert‑level technical support to end users throughout the Okta MFA deployment, ensuring a smooth and secure rollout.
• Diagnose and resolve complex authentication, identity management, and access‑related issues across diverse operating systems and enterprise platforms.
• Provide comprehensive desktop support, including installation, configuration, and troubleshooting of applications such as Microsoft Office, Adobe Creative Cloud, Zoom, and other productivity tools.
• Accurately document, track, and manage all customer interactions and resolutions within the Service Now ITSM platform, ensuring timely follow‑through and ticket closure.
• Collaborate effectively with Service Desk team members, managers, and IT partners using tools such as Slack, Zoom, and Microsoft Teams.
• Proactively identify recurring or widespread technical issues, elevate to the appropriate teams, and assist in root‑cause analysis.
• Participate in occasional after‑hours support and weekend rotations.

• 1+ year of experience in customer service, end‑user support, or IT…