IT Services Analyst

The IT Services Analyst is responsible for supporting the IT Service Center, which provides direct first and second level technical assistance to the Babson community. Specific responsibilities include providing problem resolution assistance via telephone, remote access to client machines, email, direct interface with walk-in users, or on-site support at the user’s location; troubleshooting and supporting advanced functions of College-provided applications; as well as performing hardware repair of College-issued laptops and desktops.

WHAT YOU WILL DO

• Delivers high-quality technical support, including accurate problem identification, proper logging of problem type, and timely escalation to internal Babson IT resources as necessary.
• Provides walk-in support of customer issues at the IT Service Center, logging calls in the incident tracking system, and performing advanced problem resolution. 
• Assists with on-campus desk-side support as needed; delivery and set-up of monitors, docking stations, or other peripherals.
• Assists with all aspects of hardware repair on College-issued laptop and desktop computers. This includes diagnosis, parts ordering, documenting, and repair.
• Communicates with end users, both verbally and in writing, regarding problem resolution status, upcoming system changes, or ITSD policies.
• Manages and tracks both laptop inventory and incidents using the Service Center tools, both software and hardware.
• Assumes additional responsibilities as required.

YOUR TEAM WILL INCLUDE

N/A

WHAT EDUCATION AND SKILLS YOU WILL NEED

Bachelor’s Degree

3+ years of experience in a technical support role (or without a Bachelors, 5+ years of equivalent work experience) and A+ technical certification

Must have extensive knowledge and support experience within the Microsoft ecosystem (Windows OS, Office 365, OneDrive/SharePoint)

Must have excellent customer service skills and a proactive customer support attitude.

Must have computer hardware repair experience and possess a strong troubleshooting mentality. 

Experience working with identity and hardware management systems, including Entra / Intune/JAMF.

Ability to motivate a team by embracing shared goals and celebrating group achievements.  Should be comfortable working in a team-focused environment that includes 10+ student workers.

Envisions and proposes new methods to perform tasks that support Entrepreneurial Thought & Action (ET&A); takes thoughtful risks; and accepts new and ongoing initiatives, objectives, and solutions to gain sought-after results.

Anticipates and embraces change; demonstrates willingness to achieve, acquire, and utilize new skills and challenging tasks; and is flexible in changing conditions.

Ability and interest in learning and testing new technologies.

HOW AND WHERE YOU WILL WORK

Requires work onsite a minimum of 5 days a week for an initial training period then may have the opportunity to work up to one day a week remotely (4 days in office) depending on the time of year; the on-campus requirement is subject to modification based on organizational need. 

Must have had a valid unrestricted U.S. Driver’s License for one year, and maintain throughout employment an insurable (as determined by the College’s insurer’s criteria) or a satisfactory driving record; must successfully complete and pass the College’s vehicle training program within the first 60 days of employment; annual or more frequent review of employee’s driving record based.

May require occasional evening or weekend coverage depending on institutional events or service needs.

ADDITIONAL SKILLS YOU MAY HAVE

• Knowledge and experience with MacOS/iOS/Android platform support a plus.
• Familiarity with Lenovo-specific hardware a plus.

This is a non-exempt position with the following pay range: $32.04/hour - $35.60/hour; the role is also eligible for bonuses based on performance and budget.

Babson College offers a comprehensive benefits package for full-time employees working at least 28 hours per week.

• Insurance Coverage: Medical, dental, vision, group life and long-term disability insurance, business travel accident insurance, and mental health benefits.
• Time Off: Starting at 2 weeks of vacation annually, 2 weeks of sick time, 1 week of paid family illness time, 6 weeks of paid parental leave, and 12 paid holidays per year.  President’s holidays are determined each year. 
• Retirement: Participation in a 403(b) retirement plan with mandatory employee contributions and a 4:1 employer match.
• Additional Benefits: Wellbeing programs, virtual fitness platform, and employee assistance program.

All questions or concerns about this posting should be directed to the Office of Human Resources at [email protected].