IT Support Associate II

The IT Support Associate provides technical support to HMS community members and affiliates as part of the Service Desk team by researching and answering questions on a broad range of IT topics, troubleshooting problems, providing first-contact resolution to clients wherever possible, and escalating to next level of support as appropriate. Reporting to the Service Desk Manager, the position requires exercising judgment and creativity in selecting and applying procedures correctly. Provides answers to clients by identifying issues, researching answers, and guiding clients through corrective steps. May provide information and training to students, staff, faculty, or the general public on established policies and procedures, or services provided. Assists with identifying and escalating system problems, closely coordinates client solutions with related IT groups, and as the face of IT, maintains a high level of effectiveness and professionalism. Responds in a timely way to requests via remote support tools, telephone, email, the ticketing system, as well as in person. Strives to achieve resolution of client issues and response to client requests within established service levels, and follows all record-keeping standards.

Support focus includes, but is not limited to, general questions and guidance around computer devices, accounts and identity, computer asset lifecycle, IT security, software licensing/installation and usage, phones and voice mail, networking, mobile devices, and printers. Provides in-person, walk-up resolution and escalation services to community members including device lending, shared device and printer support, and classroom and audiovisual emergency response. Works independently, with minimal supervision, and may assist in training, scheduling, and distributing work of other staff members, students, casuals, and temporary workers. Updates supervisor on status of projects and technical issues. Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned. The Service Desk maintains an in-person presence on campus, and this position is part of a hybrid work team to collaboratively maintain needed coverage.

Principal Duties and Responsibilities:

• Serves as an all-around technical resource to HMS customers
• Provides HMS faculty, staff, and students advanced technical support in the use of computer hardware, software, and specialized technology or operates a multi-platform, complex computer environment
• Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns
• May perform remote checks on systems having issues
• Develops and tests complex user documentation
• Maintains, updates or creates systems, databases and web pages using front-end user-enhanced web tools within prescribed guidelines
• Participates in complex technical projects
• Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.

4 or more years of experience required. Higher education may count toward years of experience.

• College degree strongly preferred.
• High school graduate or equivalent with data processing training, computer operations training, or experience in a multi-operation system or production control environment preferred.
• Three to five years of related experience with computers or wire and cable providing customer service in a technological environment.
• May require the knowledge of a variety of hardware, software, programming languages, and operating systems.
• May be tested on appropriate computer skills as required.
• Excellent written and verbal communication skills
• Demonstrated team performance skills and service mindset approach

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.