IT Support Analyst

Massachusetts, United States
26 Nov 2020
End of advertisement period
26 Jan 2021
Contract Type
Full Time

Working at MIT offers opportunities, an environment, a culture – and benefits – that just aren’t found together anywhere else. If you’re curious, motivated, want to be part of a unique community, and help shape the future – then take a look at this opportunity.

IT SUPPORT ANALYST, MIT Libraries-Information Technology Services (ITS), to play a key role in delivering IT support and services to MIT Libraries’ staff and end-users of the its technology platform. Will support of audiovisual systems, hardware devices, and a wide range of software applications through the use of Jira Service Desk, documentation and knowledge management, vendor coordination, and continuous service improvement. Responsibilities include planning, setting-up, configuring, and maintaining audiovisual equipment and associated technology; serving as a point of contact and day-to-day technical support for end-users; monitoring the status of incidents/service requests and communicating progress; performing Jira Service Desk application configuration and customization and coordinating with internal and external resources on evaluating new functionality and integration with additional Atlassian products; working with process owners to identify requirements for IT knowledge management, refining business/technical process documentation, and translating into technical requirements; assisting with root cause analysis and problem management and ensuring efficient operations; and assessing the need for new solutions/services. 

Job Requirements

REQUIRED bachelor’s degree; five years’ experience supporting users in hybrid Windows and Mac environments; excellent communication and customer service skills; experience creating and using technical documentation/user manuals/guides; comfort working in fast-paced, ever-changing environment; experience supporting, maintaining, and troubleshooting audiovisual systems; and ability to move computer/printer equipment.  

PREFERRED knowledge of and experience with ITIL best practices, including incident, change, request, knowledge, and configuration management; Jira Service Desk, Insight, and Confluence experience; experience documenting IT processes/policies/procedures and supporting overall scope, quality, and effectiveness of the documentation; experience working within and meeting service level agreement requirements and key performance indicators; and experience working on projects as a team member or lead.  Job #19101-8