IT Support Analyst

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.

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.   

Job Description

Job Summary:

Position Description 

Are you excited by the idea of joining a world-class organization at the intersection of higher education and business? Do you enjoy working with others to solve challenges and unlock possibilities? Do you want a career working with both people and technology? If so, consider joining us as an IT Support Analyst! The Technology Support Services team at Harvard Business School (HBS) delivers and supports premium technology offerings that enhance and creatively advance the teaching, learning, research, and work carried out by HBS community members. 

The IT Support Analyst uses technical and professional skills to provide timely, high-quality, first-level IT support to HBS community members via phone, email, remote and in-person interactions. With strong attention to detail, they correctly document and prioritize issues they cannot resolve and refer them to other technology teams.  

The ideal candidate will be an energetic quick learner with strong interpersonal and communication skills, a high degree of accountability, and experience supporting Microsoft and Apple personal computing environments. 

Job-Specific 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 

Working Conditions:

• Additional support outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, may occasionally be required 

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 

Additional Information

• Standard Hours/Schedule: 40 hours per week, overtime eligible position
• Compensation Range/Rate (including Shift Differential if applicable): $77,750 - $82,000, commensurate with experience 
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Identity, Criminal
• Other Information:
• This role requires that you are onsite at our Boston, MA based campus as the role is not eligible for remote and/or hybrid work. 
• We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role. 
• We are recruiting multiple openings for this role.

Work Format Details

This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types 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. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.