Pros: benefits, 35+ hour work week, next to t
Cons: integrity, training, pay/stress, job growth
I wanted to clarify that Harvard University is decentralized and so each school usually runs as an individual.
My co-workers are fantastic.
My average support ratio of clients to technician was 400 to 1.
The hardest part of the job was managing all the clients for tier 2 support while handling 15+ hours a week of tier 1 telephones, on top of 3 to 4 technical projects with deadlines.
Management did not provide constructive feedback for improvement or help you manage your time. There was a very heavy, you must thrive in chaos mentality with the expectation of perfection.
Management also promised many things to the group that was never followed through on such as raises, bonuses, training, renovations, etc.
I did not receive a single training for career development that I was given time to actually attend.
Out of the software that we support we were trained or provided training in what I would say is 10% of the software we supported. This caused very inconsistent diagnostics between technicians.
I learned a lot, because we did not really have any technical policy on what we didn't support. Anything that was owned by Harvard was usually given support so a lot of the technicians resolved the problems through ingenuity and self training under pressure, which inadvertently makes you learn a lot.
The most enjoyable and hardest part of the job was interacting with people. You definitely meet a wide variety of people and have to change your communication skills appropriately.