IT Services Analyst

Job Summary The IT Services Analyst supports the IT Service Center, providing direct first and second level technical assistance to the Babson community. Responsibilities Deliver high-quality technical support, including accurate problem identification, proper logging of problem type, and timely escalation to internal Babson IT resources. Provide phone, remote, email, and walk-in support to users, including on-site assistance at the Office of Information Technology. Log calls in the incident tracking system and perform advanced problem resolution. Assist with on-campus desk‑side support such as delivery and set‑up of monitors, docking stations, or other peripherals. Handle all aspects of hardware repair on College‑issued laptops and desktops, including diagnosis, parts ordering, documentation, and repair. Communicate with end users verbally and in writing about problem resolution status, upcoming system changes, or ITSD policies. Manage and track laptop inventory and incidents using the Service Center tools. Take on additional responsibilities as required. Requirements Bachelor’s Degree. 3+years of experience in a technical support role (or 5+years of equivalent experience without a bachelor's degree) and A+ certification. Extensive knowledge and support experience within the Microsoft ecosystem (Windows OS, Office365, OneDrive/SharePoint). Excellent customer‑service skills and a proactive customer‑support attitude. Computer hardware repair experience and a strong troubleshooting mentality. Experience with identity and hardware management systems, including Entra, Intune, or JAMF. Ability to motivate a team by embracing shared goals and celebrating group achievements. Comfortable working in a team‑focused environment that includes more than ten student workers. Envision and propose new methods to support Entrepreneurial Thought & Action (ET&A); take thoughtful risks and accept new initiatives and solutions. Anticipate and embrace change, demonstrate willingness to acquire new skills and tackle challenging tasks, and remain flexible in changing conditions. Interest in learning and testing new technologies. Additional Skills Knowledge and experience with MacOS/iOS/Android platform support. Familiarity with Lenovo‑specific hardware. Work Location & Schedule Require onsite work five days a week for an initial training period; afterward, up to one day per week may be remote depending on the time of year. Onsite requirements may be modified based on organizational need. Valid unrestricted U.S. driver’s license required for one year, with a satisfactory driving record and successful completion of the College’s vehicle training program within the first 60 days. Occasional evening or weekend coverage may be required. Compensation & Benefits Pay range: $32.04/hour – $35.60/hour. This non‑exempt position also offers bonuses based on performance and budget. Benefits for full‑time employees working at least 28 hours per week: Medical, dental, vision, group life, and long‑term disability insurance; business travel accident insurance; and mental health benefits. Time Off: 2 weeks vacation annually, 2 weeks sick time, 1 week paid family illness time, 6 weeks paid parental leave, and 12 paid holidays. 403(b) retirement plan with mandatory employee contributions and a 4:1 employer match. Wellbeing programs, virtual fitness platform, and employee assistance program. #J-18808-Ljbffr Babson College