IT Support Specialist II – Research Lab IT

Conditions. Workplace Diversity, LLC.

Boston (MA)

On-site

USD 65,000 - 85,000

Full time

10 days ago

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Benefits offered by this job

Generous paid time off

Medical, dental, and vision insurance

Retirement plans

Tuition assistance

Commuter benefits

Job summary

Harvard University’s HMS IT group seeks an IT Support Associate II to deliver high-level technical support for research environments and lab systems in the Longwood area. You will troubleshoot hardware, software, and IoT devices, coordinate with security and engineering teams, and provide on-site assistance with minimal supervision.

The role emphasizes cross-functional collaboration, documentation, and adherence to service levels.

Qualifications

4 or more years of experience with computers and customer service in a technological environment or transferable experience.
College degree strongly preferred.
Experience providing IT support in research, medical, healthcare environment preferred.
Experience supporting faculty, researchers, research administrators and operations staff in a complex customer service setting preferred.
Demonstrated ability to manage competing priorities and provide dependable on-site support with limited supervision.
Experience working collaboratively with service desk, engineering, security, procurement, or other shared IT teams preferred.
Familiarity with the ITIL service management framework preferred.

Responsibilities

Provide advanced technical support in the use of computer hardware, software, and specialized lab equipment.
Research and resolve system issues with cross-functional teams.
Coordinate with IT groups and security for security exception requests.
Create and maintain user documentation.
Mentor or lead a small team on projects as needed.
Respond to service requests via remote tools, phone, and email; maintain ticketing records.