IT Support Analyst

Location
Massachusetts, United States
Posted
26 Nov 2020
End of advertisement period
26 Jan 2021
Ref
19101
Contract Type
Permanent
Hours
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

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