Senior IT Associate

OverviewSenior IT Associate role at Harvard Medical School. The HMS IT Support Specialist (Virtual & In-Person) role provides comprehensive technical support to HMS community members and affiliates. The team serves as the primary point of contact for IT-related issues and inquiries, with a focus on hardware, software, cloud applications, account access, collaboration tools, classroom technology, networking, phones and voicemail, 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, with opportunities for greater responsibilities in leadership, project work, escalation handling, and training of other staff depending on position grade. Responsibilities 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. Diagnose and resolve incidents ranging from basic to advanced complexity; serve as final escalation point for challenging issues. Account and Device Administration: Set up, configure, and maintain desktop computers, user accounts, peripherals, printers, and mobile devices. Verify identity, reset passwords, update records, and administer sensitive account lifecycle issues. Classroom / AV & Shared Resource Support: Provide emergency response and ongoing troubleshooting for classroom and AV technologies, device lending, and shared equipment management. Documentation & Content Creation: Develop, maintain, and test end-user and internal documentation. Create and update web pages, user guides, and internal knowledge bases. Ensure accuracy and utility of internal databases. Reporting & Data Analysis: Generate, analyze, and interpret data reports on team performance, support trends, and service improvement opportunities. Manage internal databases for performance metrics and analytics. Security & Compliance: Participate in routine security checks and troubleshoot network, telephony, and voicemail issues; 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, and ensure timely resolution of assignments. Leadership & Training: Coach and mentor IT staff; onboard new team members; assess training needs and develop targeted programs to close skills gaps. Process & Service Improvement: Lead design, implementation, and improvement of IT support processes, tools, and documentation. Contribute to long-term strategy and project planning. Cross-Functional Participation: Represent IT support in cross-functional projects and strategic planning with internal and external IT groups. After-Hours Support: Participate in rotation and provide emergency support as needed. Other Duties: Perform related responsibilities 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 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 IT support team. Commitment to service quality, teamwork, and process improvement. Other 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 check. Application Status: Track status through the Careers@Harvard portal. Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding. Work Format & Salary This is a position based at a Harvard campus location with some remote work options. Salary grade is 056. Location restrictions may apply based on visa types and funding. Benefits Generous paid time off including parental leave Medical, dental, and vision insurance starting on day one Retirement plans with university contributions Wellbeing resources and support for families Professional development and tuition assistance Commuter benefits and campus perks Learn more about these benefits on the Benefits & Wellbeing Page. EEO Statement Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard’s academic purposes. Harvard’s equal employment opportunity policy prohibits discrimination on the basis of race, sex, ethnicity, color, national origin, religion, disability, or any other characteristic protected by law. #J-18808-Ljbffr

Created: 2025-09-17