IT Support Associate ; Virtual and In-Person

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.

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.

The HMS IT Support Associate I (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.

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.

• Provide first-contact technical support for HMS community members including computer hardware, software, networking, accounts, mobile devices, printers, classroom/audiovisual systems, and other specialized technology.
• Assist HMS community members with technical issues and requests via remote and in-person troubleshooting; provide support as assigned in a variety of modalities including in-person walk-up, remote session, ticketing system, email, phone, and deskside support.
• Diagnose and resolve basic to moderately complex incidents; elevate more complex issues as required.
• Set up and configure desktop computers, accounts, peripherals, and install/remove standard software and hardware.
• Administer user accounts: vet identity, assist with password resets, update database records.
• Produce and test user documentation; maintain, update, or create basic web pages or internal databases.
• Generate moderately complex reports.
• Participate in routine security checks, and perform basic troubleshooting for network, telephony and voicemail issues.
• Provide device lending and shared resource support, including emergency classroom/AV response.
• Communicate effectively with end-users as a liaison for IT.
• May be required to participate in an After Hours calls rotation.
• Participate in cross-functional IT projects and provide support to related IT Support teams as assigned, including cross-assignment to related IT Support teams as coverage for temporary work surges or staffing shortages, and performs other duties as assigned.
• Responsible for computer, peripheral, and printer, hardware troubleshooting and diagnostics and facilitating hardware repairs with HMS approved vendors.

• 3 or more years of experience required. Higher education may count toward years of…