IT Services Analyst

Job Summary

The IT Services Analyst supports the IT Service Center, providing direct first and second level technical assistance to the Babson community.

• Deliver high-quality technical support, including accurate problem identification, proper logging of problem type, and timely escalation to internal Babson IT resources.
• Provide phone, remote, email, and walk-in support to users, including on-site assistance at the Office of Information Technology.
• Log calls in the incident tracking system and perform advanced problem resolution.
• Assist with on-campus desk‑side support such as delivery and set‑up of monitors, docking stations, or other peripherals.
• Handle all aspects of hardware repair on College‑issued laptops and desktops, including diagnosis, parts ordering, documentation, and repair.
• Communicate with end users verbally and in writing about problem resolution status, upcoming system changes, or ITSD policies.
• Manage and track laptop inventory and incidents using the Service Center tools.
• Take on additional responsibilities as required.

• Bachelor’s Degree.
• 3+years of experience in a technical support role (or 5+years of equivalent experience without a bachelor's degree) and A+ certification.
• Extensive knowledge and support experience within the Microsoft ecosystem (Windows OS, Office
  365, One Drive/SharePoint).
• Excellent customer‑service skills and a proactive customer‑support attitude.
• Computer hardware repair experience and a strong troubleshooting mentality.
• Experience with identity and hardware management systems, including Entra, Intune, or JAMF.
• Ability to motivate a team by embracing shared goals and celebrating group achievements. Comfortable working in a team‑focused environment that includes more than ten student workers.
• Envision and propose new methods to support Entrepreneurial Thought & Action (ET&A); take thoughtful risks and accept new initiatives and solutions.
• Anticipate and embrace change, demonstrate willingness to acquire new skills and tackle challenging tasks, and remain flexible in changing conditions.
• Interest in learning and testing new technologies.

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

• Require onsite work five days a week for an initial training period; afterward, up to one day per week may be remote depending on the time of year.
• Onsite requirements may be modified based on organizational need.
• Valid unrestricted U.S. driver’s license required for one year, with a satisfactory driving record and successful completion of the College’s vehicle training program within the first 60 days.
• Occasional evening or weekend coverage may be required.

Pay range: $32.04/hour – $35.60/hour. This non‑exempt position also offers bonuses based on performance and budget.

Benefits for full‑time employees working at least 28 hours per week:

• Medical, dental, vision, group life, and long‑term disability insurance; business travel accident insurance; and mental health benefits.
• Time Off: 2 weeks vacation annually, 2 weeks sick time, 1 week paid family illness time, 6 weeks paid parental leave, and 12 paid holidays.
• 403(b) retirement plan with mandatory employee contributions and a 4:1 employer match.
• Wellbeing programs, virtual fitness platform, and employee assistance program.