Job Description Summary

For over forty years, HarbourVest has been home to a committed team of professionals with an entrepreneurial spirit and a desire to deliver impactful solutions to our clients and investing partners. As our global firm grows, we continue to add individuals who seek a collaborative, open-door culture that values diversity and innovative thinking.

In our collegial environment that’s marked by low turnover and high energy, you’ll be inspired to grow and thrive. Here, you will be encouraged to build on your strengths and acquire new skills and experiences.

We are committed to fostering an environment of inclusion that promotes mutual respect among all employees. Understanding and valuing these differences optimizes the potential of both the individual and the firm.

HarbourVest is an equal opportunity employer.

This position will be a hybrid work arrangement, which translates to 2-3 days minimum per week in the office.

We are looking for Service Desk professional to join our team! The ideal candidate for this position will have a proven technical background and a passion for helping others. They will possess superb communication skills and be able to explain sophisticated technical issues to non-technical users in a clear and concise manner. They will be self-motivated, diligent, and able to work independently as well as part of a team.

About You

You are someone who possesses:

• A customer-focused approach and a dedication to providing outstanding service.
• A willingness to learn and stay up-to-date with the newest technologies and industry trends.
• A demonstrable ability to solve and resolve issues in a timely manner.
• Experience with support tools and ticketing systems.
• Strong organizational skills and the ability to handle multiple priorities simultaneously.
• A positive demeanor and the ability to remain calm and professional under pressure.

What you will do:

• Respond to inquiries from end-users and provide Tier 2/3 technical support
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Create and maintain detailed documentation of all technical support incidents and solutions.
• Advance complex technical issues to higher-level support teams as needed.
• Provide end-user training and support for software applications and systems.
• Monitor system alerts and respond to issues proactively.
• Perform hardware and software installations and upgrades using tools like SCCM and Intune.
• Support video conferencing systems across global offices (Cisco & Teams Rooms).
• Maintain high customer satisfaction by ensuring timely and effective resolution of technical support requests in line with SLAs.
• Fulfill other responsibilities as required.

What you bring:

• Deep technical troubleshooting and problem-solving skills.
• Superb communication skills, both verbal and written.
• Ability to work independently and cross-functionally.
• Proficiency with common software applications and operating systems, such as Windows 11 and Microsoft 365.
• Ability to handle various tasks and priorities in a fast-paced environment.
• Willingness to work flexible hours, including evenings and weekends as needed.
• Availability to provide P1 technical assistance after hours, as determined by the on-call schedule.

Education

Required:

• Associate's degree in Information Technology, Computer Science, or a related field.
• OR equivalent work experience in technical support or IT-related roles.

Preferred:

• Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field.

Certifications (optional but beneficial):

• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation Certification

Experience

Required:

• 2+ years of experience in a technical support or IT help desk role.

Preferred:

• Experience supporting global organizations.
• Familiarity with IT infrastructure tools and systems such as Microsoft 365, Intune and SCCM.
• Experience with scripting or automation (e.g., PowerShell, Python).

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