IT Support Analyst (ITS-DLS)
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
Management, documentation and knowledge management, vendor coordination, and
continuous service improvement.
RESPONSIBILITIES INCLUDE:
Technical & Service Desk Support:
• Serving as a point of contact and day-to-day technical support to end users
for audiovisual equipment, computer hardware, and software, troubleshooting and
escalating issues appropriately.
• Partnering with external vendors and partner teams to assist with root cause
analysis, problem management, and to ensure efficient operations within the MIT
Libraries.
• Responsible for managing complex hardware and software deployment projects,
representing the organization in communication with vendors and stakeholders.
Service Management:
• Providing planning and decision making both long and short term in relation
to service design and technical requirements; both operationally and in support
of major projects
• Monitoring the status of incidents and service requests within Jira Service
Management, and communicate progress on service responses in a timely manner.
• Performing Jira Service Management 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.
• Assessing and analyzing the need for new solutions and services, and finding
opportunities to build supportable, sustainable and scalable solutions where
possible based on ITSM best practices.
• Gathering and analyzing feedback from users, and making recommendations to
management on how to improve policies and procedures
Documentation and other responsibilities:
• Working with process owners to identify requirements for IT knowledge
management, refining business and technical process documentation, and
translating documented processes into technical requirements.
QUALIFICATIONS:
Required:
• High school diploma or equivalent.
• Minimum of 3 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.
• Experience supporting audiovisual systems, including setup, configuration,
and troubleshooting.
• Must be comfortable working in a varied, fast-paced, ever-changing
environment.
• Passion for and commitment to the values of diversity, equity, and inclusion.
• 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.
Preferred:
• Bachelor’s degree
• Knowledge and experience implementing 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: The target hiring range for this position is: $65,000-
$78,000.
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 October 8th, 2021; position open until filled.
ABOUT THE MIT LIBRARIES:
The MIT Libraries support teaching, learning, and research across the
Institute, with millions of resources, deep expertise, and five campus
locations where our community consumes and creates knowledge. Our organization
is on an exciting journey of transformation, pursuing a digital-first model for
research libraries and prioritizing an open scholarship agenda. We aim to
exercise bold leadership in defining a model for research libraries in the
future, with innovative spaces like the newly renovated Hayden Library and a
focus on supporting data-intensive and computational research and learning.
We strive to do great things, powering the MIT community to solve complex
problems in the service of humankind, and each member of our 146-person staff
has a role to play in pursuing that vision. We’re constantly adapting to the
rhythms of a changing world, and we welcome candidates who can help us do that
in thoughtful and strategic ways that center our mission and values.
MIT Libraries is an environment that welcomes any body, any mind — including
all genders — and particularly encourages applications from underrepresented
minorities, women, disabled applicants, and veterans. Professionals who
enthusiastically embrace the empathy, courage, self-reflection, and respect of
a multicultural, diverse, and inclusive workplace and who strive to incorporate
those values in their work and interactions are encouraged to apply.
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