Harvard University Press, founded in 1913, is a leading publisher of convergent works in the sciences, humanities, and social sciences. HUP is driven by the belief that books from academic publishers are more essential than ever before for understanding critical issues facing the world today. HUP's current work includes important new digital projects and platforms.
The Press relies on a mix of proprietary and third-party technology solutions, envisioned and maintained by the HUP Information Technology department. The Support Associate will be a key member of the HUP IT team, providing internal support for HUP-specific applications, workflows, and systems, in coordination with IT colleagues, HUIT Support Services, and third-party vendors, through participation in the development and delivery of documentation, training, and workflow aids, as well as direct end user consultation. The Support Associate will also collaborate with team members to provide general support for the daily operations of the department and the overall business objectives of the Press.
Assists HUP users with the efficient and effective use of supported tools and solutions, in a manner consistent with established workflows
Collaborates in the evaluation of new tools and solutions and the collection, adaptation, and/or development of complex solution documentation
Troubleshoots and diagnoses complex technical and procedural problems, implements corrective action and/or escalates to other resources as appropriate
Maintains, updates, creates, and/or tests user-focused and service-administration-focused support content using front-end user-enhanced web tools within prescribed guidelines
Coordinates with team members and HUIT service and support departments to provide seamless frontline support for HUP workflows and systems that are not supported elsewhere
Participates in complex technical projects, as required
Participates in the design, development, and delivery of both internal self-service training resources and in-person training sessions
Participates in daily departmental operations, including but not limited to inventory management, supply monitoring, data integration and reporting, and system/data security and maintenance tasks
Other duties, as required
Salary Grade: 055
Union: 55 - Hvd Union Cler & Tech Workers
High school graduate or equivalent
Four or more years of experience in information technology support, computer operations, data management, or related field
Three or more years of experience supporting hardware and software in a multi-platform environment
College degree or certificate in computer science, information technology support or related field strongly preferred
Experience supporting common desktop productivity software (MS Office, Adobe Creative Suite, Outlook/Exchange, etc.) and server/cloud-based solutions
Demonstrated ability to master new software and technologies
Demonstrated ability to organize and effectively document complex information
Strong written, oral, and interpersonal communication skills
Strong technical troubleshooting skills
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to work both independently and in a team-oriented, collaborative environment
Willingness and ability to learn on the job and in both formal and informal training environments
Publishing experience desirable
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.
Internal Number: 51899BR
About Harvard University Press
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. The 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.