Job Description

Job Summary

The Technology Support Services (TSS) group within HLS Information Technology Services (ITS) provides high-level technological and customer support to our community of students, faculty, and staff. The Technology Support Analyst (TSA I) takes the initiative to meet our customers' needs by working independently and collaboratively across ITS teams to deliver timely, high-quality solutions for high-profile events, complex issues, new technologies, and projects. The TSA I approach all customer interactions with empathy and a positive attitude, engaging effectively with diverse technical and non-technical clients.

Position Description

As a TSA you will:

• Proactively address customer requests through service channels and ticketing system, including technical and process escalations from the Customer Support Services (CSS) team.
• Take ownership of customer issues and identify opportunities for creative solutions to meet customer needs across faculty, staff, and student communities.
• Consult with faculty, critical administrative departments, and external customers to understand unique technology needs and provide classroom and event pre-production services.
• Perform intermediate, advanced, and high-profile audiovisual event support, including videography and post-production services.
• Work collaboratively with ITS colleagues on all levels, covering for Customer Support Services (CSS) group when needed, testing and deploying new technologies in alignment with Enterprise Infrastructure Group (EIG), and providing training and skill sharing to ITS and the HLS community as a whole.
• Lead, participate, and continually improve upon large- and small-scale operational technology projects and tasks.
• Develop and maintain process and policy documentation for the Services team.
• Perform other duties as required.

Basic Qualifications

Minimum of 3 years of experience relevant to the essential responsibilities and providing technical customer service.

Additional Qualifications and Skills

We are looking for people with:

• Interpersonal communication skills with dedication to providing high-level customer service.
• Strong analytical and critical thinking skills with a mind to resolutions.
• Maturity, professionalism, and good judgment.
• Ability to organize and coordinate workload independently among consistent deadlines and shifting priorities.
• Aptitude to learn, retain, and teach technical skills and institutional knowledge to junior staff.
• Working knowledge of IT Infrastructure Library (ITIL) and IT Service Management (ITSM) principles and best practices is a plus.
• Background in higher education is a plus, as are industry-standard hardware/software certifications (i.e., Microsoft, Apple, CompTIA+).

Physical Requirements

Must be able to individually lift, move and install computer and audiovisual equipment up to 50lbs, and periodically up to 100 lbs. with the assistance of others.

Additional Information

We regret that Harvard Law School is unable to provide visa sponsorship for staff positions.


All offers to be made by HLS Human Resources.

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