IT Support Associate II

Harvard Medical School · Boston, MA · 1 wk ago

On-siteInformation TechnologyFull-time

About the Role

The IT Support Associate II provides in-depth technical support to HMS research community members and affiliates in the Longwood MA area by researching and answering questions and troubleshooting problems that require specialized expertise and technical access in HMS basic and social science departments. This role resolves client issues wherever possible, escalates to IT Engineering groups or HUIT as appropriate, and exercises judgment and creativity in technical problem-solving.

You will assist with identifying and escalating system problems, coordinate client solutions with related IT groups, and maintain a high level of effectiveness and professionalism. Support includes specialized software and hardware troubleshooting for traditional and laboratory computers, enterprise and discipline-specific research software, IT security and exception processes, loaner devices, telephones, networking, and data transfer/storage services. You will also handle software and hardware vendor escalations and provide backup Service Desk support during high-volume periods.

Responsibilities

Provides advanced technical support for computer hardware, software, and specialized mainframe technology, including troubleshooting, repairs, and maintenance.
Configures and maintains laboratory computer equipment and documents specialized physical, software, or network configurations.
Acts as a customer liaison and research technology subject matter expert during security exception requests and interactions with HMS information security.
Researches and recommends system equipment upgrades.
Troubleshoots and diagnoses hardware versus software problems on personal computers and peripherals within a network.
Installs, repairs, and removes wire and cable lines; tests and debugs programs.
Performs remote diagnostics and security checks on systems.
Develops and tests complex user documentation; maintains, updates, or creates systems, databases, and web pages using front-end tools.
Participates in complex technical projects and provides cross-functional support to related IT support groups.
Provides backup Service Desk support during periods of high volume or reduced staffing.
Works on-site at the Harvard Longwood MA campus independently with minimal supervision and updates supervisor on project status and technical issues.

Requirements

4 or more years of experience with computers, wire and cable, and providing customer service in a technological environment (higher education may count toward experience).
College degree strongly preferred.
Knowledge of a variety of hardware, software, programming languages, and operating systems (may be tested on appropriate computer skills).
Experience providing IT support in research, medical, or healthcare environments preferred.
Experience supporting faculty, researchers, research administrators, and operations staff in a complex customer service setting preferred.
Demonstrated ability to manage competing priorities and provide dependable on-site support with limited supervision.
Experience working collaboratively with service desk, engineering, security, procurement, or other shared IT teams preferred.
Familiarity with the ITIL service management framework preferred.

Schedule

35 hours per week | Monday - Friday | 9:00 am - 5:00 pm

Benefits

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.