"Senior IT Associate"

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.

About the Department of Information Technology - Client Services: Team members act as visible IT professionals on campus and remotely, responding to service tickets, phone calls, emails, and walk-up support requests via asynchronous support, remote sessions, and on-site visits. Team members maintain an in-person presence on campus, and these positions are part of a hybrid work team to collaboratively maintain needed coverage. Team members are involved in diagnosing and resolving incidents, escalating issues as appropriate, and communicating clearly and professionally to a diverse academic and administrative population. The team also engages in documentation, process improvement, and interdepartmental collaboration to continually enhance IT service quality.

Job Description

The HMS IT Support Specialist (Virtual & In-Person) role provides comprehensive technical support to Harvard Medical School (HMS) community members and affiliates. The team serves as the primary point of contact for IT-related issues and inquiries, with a support focus that includes, but is not limited to, hardware, software, cloud applications, account access, collaboration tools, classroom technology, networking, phones and voice mail, IT security, computer asset lifecycle, device lending, shared device and printer support, and classroom and audiovisual emergency response. The role blends remote, in-person walk-up support, and deskside support. The role requires strong troubleshooting skills, a proactive customer service approach, and the flexibility to assist on a broad spectrum of IT topics. Depending on position grade, team members may assume greater responsibilities for technical leadership, project work, escalation handling, and training of other staff.

• End-User Technology Support: Provide direct technical assistance for computer hardware, software, operating systems, networking, accounts, mobile devices, printers, classroom / audiovisual systems, and other specialized technologies. Support users via in-person walk-up, remote session, deskside, ticketing, email, and phone. Technical Troubleshooting: Diagnose and resolve incidents ranging from basic to advanced complexity, covering both standard and specialized systems. Serve as final escalation point for challenging issues, performing advanced diagnostics and leveraging deep technical expertise.
• Account and Device Administration: Set up, configure, and maintain desktop computers, user accounts, peripherals, printers, and mobile devices. Vet identity, reset passwords, update records, and administer sensitive account lifecycle issues using advanced permissions.
• Classroom / AV & Shared Resource Support: Provide emergency response and ongoing troubleshooting for classroom and AV technologies, as well as support for device lending and shared equipment management.
• Documentation & Content Creation: Develop, maintain, and test end-user and internal documentation. Create and update basic and complex web pages, user guides, and internal knowledge bases. Oversee the accuracy and utility of internal databases.
• Reporting & Data Analysis: Generate, analyze, and interpret complex data reports on team performance, support trends, and service improvement opportunities. Maintain and manage internal databases for performance metrics and operational analytics.
• Security & Compliance: Participate in routine security checks, assist with technical troubleshooting for network, telephony, and voicemail issues, and ensure compliance with IT security policies.
• Operations & Team Coordination: Oversee daily work distribution, scheduling, and queue management. Lead team meetings, direct incident response during outages or high-demand periods, and ensure timely resolution of all assignments.
• Leadership & Training: Provide coaching, mentorship, and technical guidance to IT staff. Onboard new team members, assess training needs, and develop targeted training programs to close skills gaps and promote team development.
• Process & Service Improvement: Lead the design, implementation, and continual enhancement of IT support processes, tools, and documentation. Contribute to long-term strategy, project planning, and adoption of new technologies and service paradigms school- or department-wide.
• Cross-Functional Participation: Represent the IT support team in cross-functional projects, process standardization initiatives, and strategic planning with internal and external IT groups. After-Hours Support: Participate in after-hours call rotations and provide emergency technical support as needed.
• Other Duties: Perform any related responsibilities and assignments as required to ensure operational continuity and service excellence.

Qualifications

Basic Qualifications:

• College degree strongly preferred; high school diploma or equivalent with significant computer operations/system management training and coordination experience.
• 5-8+ years of progressive experience in IT service/support roles in high-volume, complex environments.
• Knowledge of hardware, software, operating systems, and service management best practices.

Additional Qualifications and Skills:

• Strong written and verbal communication skills.
• Excellent customer service orientation, patience, and professionalism.
• Ability to work independently and collaboratively in a hybrid, dynamic IT support team.
• Commitment to service quality, teamwork, and process improvement.

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.

Work Format Details: This is a position that is based at a Harvard campus location with some remote work options available. All remote work must be performed within one of the Harvard Registered Payroll States.

Salary Grade and Ranges: This position is salary grade level 056. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits: Harvard offers a comprehensive benefits package including generous paid time off, medical insurance, retirement plans, and more. Learn more on the Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement: Harvard University is committed to equal opportunity and non-discrimination.