IT Support Analyst

Job Summary

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