IT Support Associate I (Virtual and In-Person)

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.

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.

Core Duties: 

• 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; escalate 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.

Basic Qualifications:

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

Additional Qualifications and Skills:

• College degree strongly preferred.
• Experience in customer-facing technical support roles, data processing/computer operations training desirable.
• Experience with standard desktop hardware, operating systems, and applications.
• May participate in hardware repair training towards manufacturer certifications to perform urgent on-site repairs as needed.
• 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.

• 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
• Other Information: Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding.
• 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.

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Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 054. 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. 

EEO/Non-Discrimination Commitment 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 has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.