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Harvard University

IT Support Associate II

Closes:

863

Company Description

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.

Why join Harvard Medical School?

Harvard Medical School's mission is to nurture a diverse, inclusive community dedicated to alleviating suffering and improving health and well-being for all through excellence in teaching and learning, discovery and scholarship, and service and leadership.

You’ll be at the heart of biomedical discovery, education, and innovation, working alongside world-renowned faculty and a community dedicated to improving human health. This is more than a job - it’s an opportunity to shape the future of medicine.

Job Description

The IT Support Associate II provides in-depth technical support to HMS research community members and affiliates in the Longwood MA area by researching and answering questions and troubleshooting problems that are not addressed in client or Service Desk documentation, or that require specialized expertise and technical access in HMS basic and social science departments. Provides issue resolution to clients wherever possible and escalates to IT Engineering groups or HUIT as appropriate. Exercises judgment and creativity in technical problem-solving. May provide technical consultation to students, staff, or faculty. May create technical and process documentation for clients and for the Service Desk.

This position assists with identifying and escalating system problems, closely coordinates client solutions with related IT groups, and 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. Leverages the Asset Lifecycle Management group where possible for repeatable provisioning, maintenance, and deprovisioning tasks, while still coordinating and fulfilling high-touch client support tasks relating to research departments. Provides backup Service Desk support during periods of high volume or reduced Service Desk staffing. Support focus includes, but is not limited to, specialized software and hardware troubleshooting and support around traditional computer devices and laboratory computers / “Internet of Things” (IOT) that support research activities, enterprise and locally used discipline-specific research software, IT security and exception processes, loaner devices, telephones and voice mail, and networking, specialized IT policies and procedures in the laboratory environment, recommended data transfer and storage services. Responsible for software and hardware vendor escalations.

Works on-site at the Harvard Longwood MA campus, independently, with minimal supervision. 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.

Core Duties:

  • Provides advanced technical support in the use of computer hardware, software, and specialized mainframe technology.
  • Knowledgeable in specialized security requirements, HMS IT policies and procedures for computers and software in the laboratory setting. Configures and maintains laboratory computer equipment appropriately and maintains specialized physical, software, or network configuration documentation.
  • Acts as a customer liaison and research technology subject matter expert with HMS information security and during a customer’s security exception request.
  • Researches and recommends system equipment upgrades.
  • Serves as an all-around technical resource to HMS Customers.
  • Troubleshoots, repairs and maintenance for computer equipment (e.g. microcomputers, disk drives, and laser printers) tests personal computers and peripherals on a network to diagnose, hardware versus software problems.
  • Acts as a customer liaison for the computing operation, communicating, resolving, and/orienting the resolution of problems and concerns.
  • Installs, repairs and removes wire and cable lines.
  • Tests and debugs programs.
  • May perform remote diagnostics and security checks on the systems having issues.
  • Routine security checks on the system.
  • Develops and tests complex user documentation.
  • Maintain, update or create systems, databases and web pages using front-end user-enhanced web tools within prescribed guidelines.
  • May act as team leader.
  • Participate in complex technical projects.
  • Provides cross-functional support of team members in related IT Support groups, and performs other duties as assigned.

Qualifications

Basic Qualifications:

  • 4 or more years of experience with computers, wire and cable, providing customer service in a technological environment or transferable experience required. Higher education may count toward years of experience.

Additional Qualifications and Skills:

  • College degree strongly preferred.
  • Knowledge of a variety of hardware, software, programming languages, and operation systems. May be tested on appropriate computer skills as required.
  • Experience providing IT support in research, medical, healthcare environment preferred.
  • Experience supporting faculty, researchers, research administrators and operations staff in a complex customer service setting preferred.
  • Demonstrated ability to manage competing priorities and provide dependable on-site support with limited supervision.
  • Experience working collaboratively with service desk, engineering, security, procurement, or other shared IT teams preferred.
  • Familiarity with the ITIL service management framework preferred.

Additional Information

  • Standard Hours/Schedule: 35 hrs. per week | Monday - Friday | 9:00 am - 5:00 pm
  • Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position.
  • Pre-Employment Screening: Identity
  • Staying Informed About Your Application: Due to the high volume of applications, we may not always be able to reach out right away, but you can track your status anytime through the Careers@Harvard portal.

#LI-DK1

Work Format Details

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.

Salary Grade and Ranges

This position is salary grade level 055. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

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

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

Job details

Title
IT Support Associate II
Employer
Harvard University
Location
Boston
Published
Aug 26, 2026
Closes:
Oct 25, 2026
Job type
Full time, Staff / Administration
Field
IT Support and Training

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Frequently Asked Questions

🎓What qualifications do I need for the IT Support Associate II role at Harvard Medical School?

The role requires 4 or more years of experience with computers, wire and cable, and customer service in a technological environment or transferable experience. Higher education may count toward years of experience. A college degree is strongly preferred, and experience providing IT support in research, medical, or healthcare environments is highly valued. Candidates should be comfortable with hardware, software, programming languages, and operating systems. Learn more about IT support and training jobs in higher education or review how to write a winning academic CV.

🌍Is visa sponsorship available for this IT Support Associate II position?

No. Harvard University is unable to provide visa sponsorship for this position. Applicants must already meet work location sponsorship requirements before employment. The role is based in Boston, MA and requires on-site work at the Harvard Longwood Campus. For broader opportunities, browse university jobs or explore Ivy League schools to compare eligibility and work formats.

📍Where is the IT Support Associate II job located, and can I work remotely?

This is an on-site position at the Harvard Longwood Campus in Boston, MA. All duties must be performed at a Harvard or Harvard-designated location; remote or hybrid work is not available for this role. Standard hours are 35 hours per week, Monday through Friday, 9:00 am to 5:00 pm. Explore other administration jobs in higher education if you need flexible or remote options.

🖥️What does an IT Support Associate II do in a Harvard research environment?

You will provide advanced technical support for computer hardware, software, and laboratory technology used by researchers and affiliates. Core duties include troubleshooting laboratory computers and Internet of Things (IoT) devices, supporting specialized research software, assisting with IT security and exception processes, maintaining network and cabling infrastructure, and coordinating escalations with Harvard University Information Technology (HUIT) and vendors. The role also provides backup Service Desk support during peak periods. See more higher education IT support roles.

💼What benefits does Harvard offer for the IT Support Associate II position?

Harvard provides a comprehensive benefits package supporting work-life balance, including medical, dental, and vision insurance coverage starting on day one, retirement plans with university contributions, generous paid time off, parental leave, wellbeing and mental health resources, commuter benefits, and professional development through tuition assistance and reimbursement. The position is salary grade 055. Learn more about university salaries and higher education jobs.

📝How do I apply and what is the pre-employment screening for this role?

Applications are submitted through the Careers@Harvard portal, where you can track your status anytime. The pre-employment screening for this position is Identity verification only. Because of high application volume, Harvard may not respond immediately. You can strengthen your application with a free resume template or a free cover letter template.

About the employer

Harvard University Jobs

Harvard University

4.0 Star Employer Ranking

Harvard University offers a diverse range of job and work opportunities across various categories, reflecting its status as a leading academic and research institution. These opportunities cater to different skill sets, academic backgrounds, and career stages. Harvard University Academic Positions - click here . Harvard University Staff Jobs - click here . The main types of jobs and work opportunities at Harvard: 1. Faculty and Academic Positions Tenure-Track Faculty : These roles include assistant, associate, and full professors across Harvard’s schools (e.g., Faculty of Arts and Sciences, Harvard Medical School, Harvard Business School). Faculty engage in teaching, research, and service. Qualifications typically include a Ph.D. or equivalent terminal degree, a strong research portfolio, and teaching experience. Openings vary by department and school, with competitive hiring processes. Non-Tenure-Track Faculty : Includes lecturers, preceptors, and visiting professors. These roles focus primarily on teaching or short-term research projects and may require a Ph.D. or significant expertise in the field. Research Appointments : Postdoctoral fellowships, research associates, and scientists work on cutting-edge research in fields like medicine, engineering, humanities, and social sciences. These positions often require advanced degrees and are funded through grants or specific research programs. 2. Administrative and Professional Staff Administrative Roles : These include positions in academic administration (e.g., deans’ offices, registrar, admissions), student services, and program management. Examples include academic program coordinators, admissions officers, and financial aid advisors. These roles often require a bachelor’s or master’s degree and relevant experience. Professional Staff : Harvard employs professionals in areas like human resources, finance, communications, development (fundraising), and alumni relations. Examples include HR specialists, financial analysts, and marketing managers. These positions typically require specialized skills or certifications. Executive and Leadership Roles : Senior positions like directors, department heads, or executive administrators oversee operations in specific units or schools. These roles demand extensive experience and leadership skills. 3. Research and Laboratory Staff Research Support Staff : Includes lab managers, research technicians, and data analysts who support faculty and postdoctoral researchers in labs across disciplines like biology, chemistry, physics, and medicine. These roles often require technical skills, such as proficiency in lab equipment or data analysis software. Clinical Research Roles : At Harvard Medical School and affiliated hospitals, clinical research coordinators and specialists support medical and health-related studies. These positions may require certifications like Good Clinical Practice (GCP) training. 4. Technical and IT Staff Information Technology : Harvard employs IT professionals for roles like systems administrators, software developers, cybersecurity analysts, and data scientists to support its technological infrastructure. These positions require expertise in areas like cloud computing, AI, or network management. Library and Information Services : Harvard’s extensive library system hires librarians, archivists, and digital resource specialists. These roles often require a master’s degree in library science or related fields. 5. Support and Operations Staff Facilities and Operations : Includes roles in maintenance, custodial services, groundskeeping, and security. These positions ensure the smooth operation of Harvard’s campus and may not require advanced degrees but often need specific training or certifications. Dining and Hospitality : Harvard’s dining services employ chefs, food service workers, and catering staff to support campus dining halls and events. Administrative Support : Roles like executive assistants, office managers, and receptionists provide critical support to departments and faculty. 6. Student and Temporary Opportunities Student Employment : Harvard offers on-campus jobs for students, including work-study positions in libraries, dining halls, labs, and administrative offices. These roles are typically part-time and designed to accommodate academic schedules. Temporary and Seasonal Work : Temporary roles, such as event staff or short-term project assistants, are available for non-students as well. These are often listed through Harvard’s temporary staffing services. 7. Medical and Healthcare Roles Clinical and Healthcare Staff : Through Harvard Medical School and affiliated hospitals (e.g., Massachusetts General Hospital, Brigham and Women’s Hospital), opportunities exist for physicians, nurses, medical technicians, and other healthcare professionals. These roles require medical licenses or certifications. Public Health Professionals : The Harvard T.H. Chan School of Public Health employs researchers, policy analysts, and program managers focused on global health initiatives. 8. Creative and Media Roles Arts and Culture : Harvard’s museums (e.g., Harvard Art Museums) and cultural institutions hire curators, educators, and exhibition staff. The American Repertory Theater employs artists, stage managers, and production staff. Communications and Media : Roles in writing, graphic design, social media, and public relations support Harvard’s outreach and branding efforts. Key Characteristics of Harvard Jobs Diversity of Roles : Harvard’s workforce spans academic, administrative, technical, and operational functions, with opportunities for both entry-level and highly specialized professionals. Competitive Benefits : Harvard offers comprehensive benefits, including health insurance, retirement plans, tuition assistance, and professional development. Faculty and staff also gain access to Harvard’s libraries, museums, and cultural events. Global Impact : Many roles, especially in research and public health, contribute to global advancements in knowledge and policy. Location : Most positions are based in Cambridge or Boston, Massachusetts, with some remote or hybrid options, particularly for administrative and IT roles. How to Find Opportunities Harvard Careers Portal : The primary resource for job listings is Harvard’s Human Resources website (hr.harvard.edu/jobs), which lists openings for faculty, staff, and temporary roles. School-Specific Listings : Each Harvard school (e.g., Harvard College, Harvard Law School) may post specialized positions on their websites. Networking and Referrals : Many academic and research roles are filled through professional networks or direct outreach to departments. X Platform : Searching for “Harvard University jobs” on X can reveal real-time discussions, job postings, or employee experiences, though these should be verified through official channels. Additional Notes Qualifications : Requirements vary widely. Faculty roles typically need advanced degrees, while support roles may prioritize experience or specific skills. Work Environment : Harvard emphasizes diversity, inclusion, and collaboration, with opportunities for professional growth and community engagement. Application Process : Most positions require an online application through Harvard’s careers portal, including a resume, cover letter, and sometimes additional materials like teaching statements or research portfolios.

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