IT Service Desk Analyst 1

As the IT Service Desk Analyst I, you will be part of a geographically diverse, virtual Service Desk using Support Teams comprised of Support Analysts and Specialists. Each team contains IT technicians who may be asked to answer phone inquiries one day, triage Help Desk tickets the next day and go visit a user the third day. The IT Service Desk Analyst I provides a broad range of general and advanced technical support services including basic administration (e.g., provisioning) of systems, assist with upgrades and integrations, help with cybersecurity issues, and provide troubleshooting support, which may be performed remotely using a virtual technology support platform. The IT Service Desk Analyst I is a Tier 1 support resource serving as the first line of defense for user's computing problems. Must be Bilingual Spanish/English. This role is Hybrid onsite. Responsibilities:Answer support phones and monitor the ticketing system triaging and solving problems.Extract a prioritized ticket and take appropriate action to resolve client issues.Provide technical guidance, advice, and training to system users.Build and maintain positive, constructive partnering relationships with the campus community.Perform IT production support for assigned area(s) according to documented processes.Perform deskside support for end-users and provide local "remote hands” when required by engineers.Interact with students, faculty, and administrative staff supporting all aspects of infrastructure and classroom and meeting room technology in their environment.Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.Manage and coordinate vendors (we applicable) for the successful delivery of technology services in support of business needs.Log all customer interactions, filling out detailed information in tickets and document resolutions.Qualifications /Education:Associate's degree in information technology, computer science or closely related field and/or any equivalent combination of related education, training and experience which provides the required knowledge, skills and abilities to perform the essential job functions.Customer Service Oriented, Quality, Commitment (Deliver on time), Timely Feedback.Minimum one (1) year previous experience and/or training that includes desktop support, network maintenance and design.Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and material of moderate weight (10-75 pounds). About Harvard Partners Trusted IT Advisors: Harvard Partners is a management consulting firm focused on helping companies more effectively leverage their IT investment. We engage with the C-Suite and Technology Team to help them better understand their IT infrastructure and process in order to align the technology strategy and organization to reach the firm’s strategic business goals.Some of our practices include:• Program/Project Management and "PMO as a Service"• IT Assessments• Business Continuity/Disaster Recovery• Optimized Infrastructure• Concierge Managed Services• Data Center Strategy, Transformation, and Migration• Cloud Management Programs• Security Assessments and Remediation• Staffing, technical & tacticalWorking with the client’s staff, vendors, and consultants, we deliver supportive and collaborative engagements where direct dialog, simplified reporting, productive meetings, and clear responsibility and accountability encourage active participation resulting in consensus-based business outcomes.