Service Desk Engineer

Formed in 1974, Harvard Management Company (HMC) manages Harvard University's endowment and related financial assets. Our singular mission is to help ensure Harvard University has the financial resources to maintain and expand its leadership in teaching, learning, and research for future generations. The endowment is managed by a highly experienced generalist investment team whose members each take ownership of the entire portfolio, regardless of asset class.

HMC's operational structure brings a wide range of expertise to our portfolio management. These functions include legal, compliance, finance and accounting, human resources and administrative services as well as information technology to develop and implement the systems necessary to support our investment activities.

We are seeking a Service Desk Engineer who delivers white‑glove, concierge‑style support to executives, investment teams, and staff. This mid‑level role blends hands‑on Tier 1/2 service with engineering‑minded problem solving, automation/scripting, and a relentless focus on user experience, security, and operational excellence. You will own incidents end‑to‑end, improve the environment through proactive fixes and documentation, and contribute to projects across end‑user computing.

Success looks like fast, professional support; fewer repetitive tickets thanks to automation; and delighted users who can work securely from anywhere.

• White‑Glove End‑User Support:
  Provide Tier 1 & Tier 2 support for Windows 10/11 laptops/desktops, mobile devices (iOS/iPadOS/Android), peripherals, and core applications.
• Deliver in‑person, remote, and on‑site assistance; prioritize executive/VIP and trading‑adjacent users with discretion and urgency.
• Support collaboration tools (Microsoft 365/Exchange Online, Teams, SharePoint/One Drive; Zoom/Zoom Rooms) including meeting setup and room tech.

• Identity, Device, and Application Management:
  Troubleshoot and administer Active Directory/Entra  (Azure AD), Group Policy, Conditional Access, MFA, and role‑based access controls.
• Handle endpoint lifecycle: imaging/provisioning (Autopilot), enrollment (Intune), compliance, software distribution, patching, and secure decommissioning.
• Maintain asset inventory accuracy and chain‑of‑custody for devices and loaners.

• Automation & Continuous Improvement:
  Create and maintain Power Shell (and optionally Python) scripts to reduce toil (e.g., user provisioning/deprovisioning, mailbox/Teams automation, Intune/Graph tasks).
• Build self‑service/runbooks, workflows, and knowledge base articles to improve first‑contact resolution.
• Identify recurring issues and implement problem management fixes; contribute to endpoint hardening and configuration baselines.

• Security & Compliance:
  Apply strong security hygiene in daily support: data protection, least‑privilege access, secure file sharing, and incident triage.
• Support Microsoft Defender for Endpoint, Bit Locker, and compliance policy remediation.
• Assist in BCP/DR exercises and ensure support readiness for critical business periods.

• Global Site Support & Vendor Coordination:
  Coordinate with a Managed Service Provider to perform Tier 1 support; provide remote support across multiple time zones; coordinate with local providers for smart‑hands tasks (installs, break/fix, logistics); assist with office moves, equipment deployment, and conferencing/AV maintenance.

• ITSM Process Excellence:
  Work within an ITSM platform (Service Now/Fresh service/Jira): incident, service request, change, problem, and CMDB/asset management; maintain accurate, current documentation of procedures, configurations, and known errors.

• Bachelor’s Degree in Computer Science or related field highly desired
• 3–5 years in a Service Desk/Desktop Support role within a professional IT environment.
• Proficiency with Microsoft 365 (Exchange Online, Teams, SharePoint/One Drive) and Windows 10/11 troubleshooting.
• Experience with Active Directory/Entra , Intune, Group Policy, and device provisioning (Autopilot).
• Power Shell scripting for support and administration; comfort reading API/Graph docs and JSON outputs.
• Solid understanding of ITIL/ITSM practices…