IT Support Analyst

IT Support AnalystBy 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.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 mannerAccurately track work in ticketing system from intake through resolution, and use current standards and best practices to triage, escalate, and resolve workDrive satisfaction by communicating well and setting appropriate expectations with stakeholdersConsistently use the knowledge base to resolve incoming work, plus create new articles or improve existing articles with updated informationProactively escalate service issues, trends, and improvement suggestions to senior peers or managementBuild, configure, deploy, and maintain personal computing products to meet business needs using standard procedures, including PCs, tablets, mobile devices, and printersConsult with customers about their business/technical needs and work with peers to implement solutionsBuild trust and collaboration by being present on-site and engaging directly with colleagues and various constituentsComplete other responsibilities as assignedWorking Conditions:Additional support outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, may occasionally be requiredQualifications:Basic Qualifications:High School diploma, GED, or equivalent requiredAt least 3 years' relevant work experience requiredAdditional Qualifications and Skills: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 languageProven technical and analytical skills supporting Microsoft and Apple operating systems and personal computer hardwareAbility to excel in a team environment and to partner with others to creatively solve problemsAbility to quickly learn and retain technical skills and institutional knowledge, and capture this information as accurate technical documentation and knowledge contentStandard Hours/Schedule: 40 hours per week, overtime eligible positionCompensation Range/Rate (including Shift Differential if applicable): $77,750 - $82,000, commensurate with experienceVisa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this positionPre-Employment Screening: Identity, CriminalThis 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.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.This position is salary grade level 055. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.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 leaveMedical, dental, and vision health insurance coverage starting on day oneRetirement plans with university contributionsWellbeing and mental health resourcesSupport for families and caregiversProfessional development opportunities including tuition assistance and reimbursementCommuter benefits, discounts and campus perksLearn more about these and additional benefits on our Benefits & Wellbeing Page.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.