"User Support Coordinator"

Job Type

Full-time

Location

Cambridge

School/Unit

Harvard Law School

Department

Library Innovation Lab

Salary Grade

055

Job Function

Information Technology

FLSA Status

Non-exempt

Term Appointment

Yes

Union

55 - Hvd Union Cler & Tech Workers

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.

Why join Harvard Law School?

Join a community that combines excellence in legal education and scholarship with a deep commitment to justice. Here at Harvard Law School (HLS), you’ll find an environment that values who you are and encourages you to grow, inspire others, and make a meaningful impact. Wherever you are in your career journey, HLS is a place where you can thrive, contribute, and be part of something bigger.

Job Description

The Harvard Library Innovation Lab (LIL) seeks a User Support Coordinator to help us build tools and communities for open knowledge. Located at the Harvard Law Library, LIL is a fun and collaborative lab with a broad mission focused on re-envisioning how knowledge is created, preserved, and accessed. Please visit our website at https://lil.law.harvard.edu/ to get a sense of our current projects and activities.

LIL’s projects can range from large to small and can bring immediate benefit or prototype the future. Passion and creativity is required, as well as the ability to work collaboratively on long-term and short-term projects with a great team.

Our work is open-source and openly available, with an eye to broad public interest impact. All of our team members participate in choosing and pursuing our research direction, and we welcome applicants with a strong sense of how they seek to make an impact through our work.

As a User Support Coordinator, you will:

• Provide support via email, zoom, and in person to users of the Lab’s software.
• Create educational materials and documentation for users of the Lab’s software.
• Serve as main point of contact for user questions and troubleshoot problems.
• Triage incoming email to the general inquiry inbox and assign to relevant team members.
• Discuss patron needs with users and represent those needs in team meetings, helping us to form product strategy.
• Learn in-depth features of our tools in order to teach them to others.
• Prepare high-quality bug reports for software developers.
• Participate in user outreach and community development for LIL projects; including social media, blog posts, promoting platforms to potential partners; coordinating symposiums or workshops.
• Perform other duties as assigned.

Qualifications

Basic Qualifications

Minimum of 3 years of relevant experience with a combination of customer service and technology.

Additional Qualifications and Skills

We are looking for people who have:

• Experience supporting users of technology platforms including academic technology.
• Commitment to customer service.
• Well-developed oral and written communication, and interpersonal skills.
• Comfort working across multiple projects.
• Ability to work collaboratively in a team environment.

Additional Information

Appointment End Date: This is a one-year term appointment with potential for renewal, subject to funding and departmental need.

Standard Hours/Schedule: 35 hours per week; Full-time, M-F.

Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position

Pre-Employment Screening: Identity

This position is open to either remote applicants, or in-person applicants with a hybrid schedule. Remote work is permitted for applicants living more than 50 miles from Harvard campus, based on business needs and manager approval. All remote work must be performed within a state in which Harvard is registered to do business (CA, CT, GA, IL, MA, MD, ME, NH, NJ, NY, RI, VA, VT and WA).

Travel may be required for this position as needed, including for quarterly on-site meetings, conferences, and events.

All offers are made by HLS Human Resources.

Work Format Details

This position has been determined by school or unit leaders that the duties and responsibilities can effectively be performed fully remotely at a non-Harvard location. Employees in fully remote positions must work all scheduled hours in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. At the discretion of the department, fully remote employees may occasionally be required on site at a Harvard location. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 055. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.