Desktop Support Analyst

About the Role

This position will primarily focus on client desktop systems deployment and administration, mobile device and print management, in-person and phone support, and personal solutions consulting. May participate in project implementation, technical training and knowledge management, and security administration. Requires outstanding customer service skills, versatility and breadth of technical skills, strong organizational skills and attention to detail, the ability to take ownership where appropriate, and the ability to help teams and projects successfully accomplish their objectives. Applies knowledge of Microsoft and Apple products, ITIL methodology, change management and risk management processes, network and telecom troubleshooting, routers, TCPIP, firewalls, VPNs, and Voice services. Uses and updates Support Ticketing System.

Job Context

Position provides 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. 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. Assists with identifying and escalating system problems, closely coordinates client solutions with related IT groups, and maintains a high level of effectiveness and professionalism. Monitors the team work queue and helps distribute team work under supervisor guidance.

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.

• Supports "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 Longwood MA campus.
• 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.