IT Support Analyst
Core
Provide first-level IT support to Harvard Business School community members via phone, email, remote, and in-person interactions, resolving hardware and software issues for Microsoft and Apple environments.
Role type
IT Support Analyst (Level 1 Help Desk)
Builds
Personal computing products including PCs, tablets, mobile devices, and printers
Domain
Higher Education / IT Operations
Required skills
Microsoft and Apple operating systems support, personal computer hardware troubleshooting, ticketing system management, knowledge base creation and maintenance, issue triage and escalation, stakeholder communication
Preferred skills
Technical documentation, non-technical explanation of concepts, empathy in customer service, team collaboration
Technologies
Microsoft, Apple, ticketing systems, PCs, tablets, mobile devices, printers
Responsibilities
Monitor incoming service channels and address customer needs, track work from intake through resolution, communicate with stakeholders to set expectations, create or improve knowledge base articles, escalate service issues and trends, build and maintain personal computing products, consult with customers to implement solutions
Seniority
Mid-level, hands-on IC