IT Support Analyst

About the role

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 Business School (HBS) IT is a nimble, innovative, strategic partner who crafts, delivers and supports pioneering technology solutions that connect, enable and inspire the HBS community to educate leaders who make a difference in the world. Visit our website for more information: http://www.hbs.edu/information-technology/about-us.

Responsibilities

• Monitor incoming service channels and collaborate with teammates to address customer needs in a timely manner
• Accurately track work in ticketing system from intake through resolution, and use current standards and best practices to triage, escalate, and resolve work
• Drive satisfaction by communicating well and setting appropriate expectations with stakeholders
• Consistently use the knowledge base to resolve incoming work, plus create new articles or improve existing articles with updated information
• Proactively escalate service issues, trends, and improvement suggestions to senior peers or management
• Build, configure, deploy, and maintain personal computing products to meet business needs using standard procedures, including PCs, tablets, mobile devices, and printers
• Consult with customers about their business/technical needs and work with peers to implement solutions
• Build trust and collaboration by being present on-site and engaging directly with colleagues and various constituents
• Complete other responsibilities as assigned

Qualifications

Basic Qualifications: High School diploma, GED, or equivalent required; At least 3 years’ relevant work experience required.

Additional Qualifications and Skills: The following are preferred:

• Excellent interpersonal and written/verbal communication skills, including ability to project empathy with customers and teammates and ability to present technical concepts to customers in non-technical language
• Proven technical and analytical skills supporting Microsoft and Apple operating systems and personal computer hardware
• Ability to excel in a team environment and to partner with others to creatively solve problems
• Ability to quickly learn and retain technical skills and institutional knowledge, and capture this information as accurate technical documentation and knowledge content

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. 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.

Pay

Compensation range: $77,750 - $82,000 (commensurate with experience).

Schedule

Standard hours: 40 hours per week, overtime eligible. Additional support outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, may occasionally be required.