IT Support Associate II

The IT Support Associate II provides in-depth technical support to HMS research community members and affiliates in the Longwood MA area by researching and answering questions and troubleshooting problems that are not addressed in client or Service Desk documentation, or that require specialized expertise and technical access in HMS basic and social science departments. Provides issue resolution to clients wherever possible and escalates to IT Engineering groups or HUIT as appropriate. Exercises judgment and creativity in technical problem-solving. May provide technical consultation to students, staff, or faculty. May create technical and process documentation for clients and for the Service Desk. 

This position assists with identifying and escalating system problems, closely coordinates client solutions with related IT groups, and maintains a high level of effectiveness and professionalism. Responds in a timely way to requests via remote support tools, telephone, email, the ticketing system, as well as in person. Strives to achieve resolution of client issues and response to client requests within established service levels, and follows all record-keeping standards. Leverages the Asset Lifecycle Management group where possible for repeatable provisioning, maintenance, and deprovisioning tasks, while still coordinating and fulfilling high-touch client support tasks relating to research departments. Provides backup Service Desk support during periods of high volume or reduced Service Desk staffing. Support focus includes, but is not limited to, specialized software and hardware troubleshooting and support around traditional computer devices and laboratory computers / “Internet of Things” (IOT) that support research activities, enterprise and locally used discipline-specific research software, IT security and exception processes, loaner devices, telephones and voice mail, and networking, specialized IT policies and procedures in the laboratory environment, recommended data transfer and storage services. Responsible for software and hardware vendor escalations. 

Works on-site at the Harvard Longwood MA campus, independently, with minimal supervision. Updates supervisor on status of projects and technical issues. Provides cross-functional support of team members in related IT support groups, and performs other duties as assigned.

Core Duties:

• Provides advanced technical support in the use of computer hardware, software, and specialized mainframe technology.

• Knowledgeable in specialized security requirements, HMS IT policies and procedures for computers and software in the laboratory setting. Configures and maintains laboratory computer equipment appropriately and maintains specialized physical, software, or network configuration documentation.

• Acts as a customer liaison and research technology subject matter expert with HMS information security and during a customer’s security exception request.

• Researches and recommends system equipment upgrades.

• Serves as an all-around technical resource to HMS Customers.

• Troubleshoots, repairs and maintenance for computer equipment (e.g. microcomputers, disk drives, and laser printers) tests personal computers and peripherals on a network to diagnose, hardware versus software problems.

• Acts as a customer liaison for the computing operation, communicating, resolving, and/orienting the resolution of problems and concerns.

• Installs, repairs and removes wire and cable lines.

• Tests and debugs programs.

• May perform remote diagnostics and security checks on the systems having issues.

• Routine security checks on the system.

• Develops and tests complex user documentation.

• Maintain, update or create systems, databases and web pages using front-end user-enhanced web tools within prescribed guidelines.

• May act as team leader.

• Participate in complex technical projects.

• Provides cross-functional support of team members in related IT Support groups, and performs other duties as assigned.