IT Support Analyst (ITS)
As a part of the Information Technology Services (ITS) department within the
MIT Libraries, the IT Support Analyst plays a key role in delivering IT support
and services to MIT Libraries’ staff, and to the end users of the Libraries’
technology platform. The IT Support Analyst is responsible for delivering
technology solutions in 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 within labs, classrooms, and shared spaces.
• Serving as a point of contact and day-to-day technical support to end users
for audiovisual equipment, hardware, and software, troubleshooting and
escalating issues appropriately.
• Monitoring the status of incidents and service requests within Jira Service
Desk, and communicating progress on service responses in a timely manner.
• Performing Jira Service Desk application configuration and customization
tasks as appropriate; coordinating with both internal and external resources on
evaluation of new functionality and integration with additional Atlassian
products.
• Working with process owners to identify requirements for IT knowledge
management, refining business and technical process documentation, and
translating documented processes into technical requirements.
• Partnering with external vendors and partner teams to assist with root cause
analysis, problem management, and ensuring efficient operations within the MIT
Libraries.
• Assessing the need for new solutions and services, and finding opportunities
to build supportable, sustainable and scalable solutions where possible based
on ITSM best practices.
QUALIFICATIONS:
Required:
• Bachelor’s degree.
• Minimum of 5 years experience supporting users in hybrid Windows and Mac
environments.
• Excellent communication and customer service skills.
• Demonstrated experience creating and using technical documentation, user
manuals, and guides.
• Must be comfortable working in a varied, fast-paced, ever-changing
environment.
• Experience supporting audiovisual systems, including maintenance and
troubleshooting.
• Passion for and commitment to the values of diversity, equity, and inclusion.
• Ability to bend, lift and move computer and printer equipment.
November 2020
Preferred:
• Knowledge and experience with ITIL best practices including: incident
management, change management, request management, knowledge management,
request management, and configuration management.
• Experience with Jira Service Desk, insight, and Confluence.
• Experience documenting IT processes, policies, and procedures, as well as
supporting the overall scope, quality and effectiveness of the documentation as
it evolves.
• Experience working within (and consistently meeting) the requirements of
service level agreements and key performance indicators.
• Experience working on projects, either as a team member or a team lead.
SALARY AND BENEFITS: $65,125 minimum salary; Actual salary will depend on
qualifications and experience. MIT offers excellent benefits including a choice
of health and retirement plans, a dental plan, tuition assistance, and fully
subsidized MBTA passes for local bus and subway service. Flexible work
arrangements, including flex-time and telecommuting, are considered for
positions that meet established criteria. The MIT Libraries is a collegial and
supportive working environment and fosters professional growth of staff with
management training and travel funding for professional meetings
APPLICATION PROCESS: Apply online at: https://hr.mit.edu/careers applications
must include cover letter and resume. Priority will be given to applications
received December 4th, 2020; position open until filled. MIT is strongly and
actively committed to diversity within its community and particularly
encourages applications from qualified women and minority candidates.
Professionals who enthusiastically embrace the empathy, courage,
self-reflection and respect of a multi-cultural, diverse and inclusive
workplace, and who strive to incorporate those values in their work and
interactions are encouraged to apply.
----
Brought to you by code4lib jobs:
https://jobs.code4lib.org/jobs/46291-it-support-analyst
