IT Support Analyst

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 providetimely, high-quality, first-level IT support to HBS community members via phone, email,remoteand in-person interactions.With strong attention todetail,theycorrectly 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,ahighdegreeofaccountability,andexperience supporting Microsoft andApplepersonal computing environments.

Job-Specific Responsibilities:

• Monitor incoming service channels and collaborate with teammates to address customer needsin 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 settingappropriate expectationswith stakeholders
• Consistently use the knowledge base to resolve incoming work, plus create newarticlesor improve existing articles with updated information
• Proactively escalate service issues, trends, and improvement suggestions to senior peers or management
• Build, configure, deploy, andmaintainpersonal computing products to meet business needs using standard procedures, includingPCs, 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 otherresponsibilities as assigned

• High School diploma, GED, or equivalent required
• At least 3years’ relevant work experiencerequired

Additional Qualifications and Skills:

The following are preferred:

• Excellent interpersonal and written/verbal communication skills, includingability to project empathy with customers and teammatesand,ability to present technical concepts to customers in non-technical language
• Proventechnical and analytical skills supporting Microsoft and Apple operating systems andpersonalcomputerhardware
• Ability to excel in a team environmentandto partner with others to creatively solve problems
• Ability to quickly learn andretaintechnical skills and institutional knowledge, and capture this information asaccuratetechnical documentation and knowledge content

• Additionalsupport outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, may occasionally berequired, * Compensation Range/Rate (including Shift Differential if applicable):$77,750 - $82,000, commensuratewith experience, 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 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

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,deliversand supports pioneering technology solutions that connect,enableand 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., 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.

Harvard Medical School strives to cultivate an environment that promotes inclusiveness and collaboration among students, faculty and staff and to create new avenues for discussion that will advance our shared mission to improve the health of people throughout the world.