About the Wyss
The Wyss Institute’s mission is to transform healthcare and the environment by emulating the way nature builds. We harness the imagination of academia and the focus of industry to translate ground-breaking technologies into commercial products that solve big problems. We support research that universities, companies, and venture capital firms don’t fund because they view it as too risky. We prefer to use the word “challenging,” and we love challenges. For more information discover our technologies, catch up on our recent news, or watch our latest videos.
About You
You are a curious problem-solver who enjoys helping people and isn’t afraid of challenging work. You have a basic understanding of computers, software, and networks, and you’re eager to grow your skills while supporting cutting-edge science and engineering. You communicate clearly, stay calm under pressure, and can explain technical issues in simple, accessible language. You’re motivated by the idea of contributing to an institute that transforms healthcare and the environment, and you’re excited to support a community where bold ideas, experimentation, and collaboration between academia and industry are part of everyday work.
About the Role
The IT Support Associate position provides first-line technical assistance to members of the Wyss Institute community. As part of the Wyss IT team, this position provides hands-on support for common desktop, software, account, peripheral, printing, and connectivity issues.
The position will respond to support requests, troubleshoot and resolve issues within established procedures, document work accurately, and escalate more complex problems to senior IT staff when appropriate. This is a customer-facing, fully on-site position designed to provide accessible and responsive technical support to the Wyss community.
What You’ll Do
- Respond to help desk requests and provide timely, professional technical assistance to Wyss community members.
- Diagnose and resolve common hardware, software, account, printing, peripheral, and network connectivity issues.
- Set up, configure, deploy, and maintain desktop and laptop computers and associated peripherals using established Wyss IT procedures.
- Install and update approved software applications.
- Assist users with Microsoft and Apple computing environments and commonly supported applications.
- Perform basic troubleshooting, maintenance, and repair of computer equipment and peripherals.
- Accurately document support requests, troubleshooting activities, actions taken, and resolutions in the IT ticketing system.
- Prioritize incoming requests and escalate issues requiring additional expertise or access to senior IT staff.
- Communicate clearly with users regarding issue status, expected next steps, and resolution.
- Follow established IT security requirements, standards, policies, and procedures.
- Assist with maintaining technical documentation and internal knowledge resources.
- Identify recurring issues or support trends and bring them to the attention of the IT team.
- Provide additional hands-on IT support and perform related duties as needed.
What You’ll Need
- Two or more years of related experience working with computers and providing customer service in a technology environment.
- Hands-on experience troubleshooting computer hardware, software, and peripherals.
- Familiarity with Microsoft Windows and/or Apple macOS environments.
- Strong customer service, interpersonal, and written and verbal communication skills.
- Ability to explain technical issues to non-technical users in clear and understandable language.
- Strong troubleshooting and problem-solving skills.
- Ability to prioritize multiple support requests and manage time effectively.
- Ability to work collaboratively as part of an IT team while independently resolving routine support issues.
- Ability to recognize when an issue requires escalation and communicate relevant troubleshooting information to other technical staff.
- Dependability and ability to provide consistent, on-site support during scheduled hours.
Additional Qualifications
The following would be helpful but are not required:
- Experience working in a research, academic, scientific, engineering, or similarly technology-intensive environment.
- Experience using an IT service management or help desk ticketing system.
- Experience supporting both Windows and macOS devices.
- Familiarity with basic networking concepts and troubleshooting.
- Experience deploying or configuring laptops, desktops, printers, and other end-user technology.
Position Type: Part Time: 14 hours per week
Duration: 3 months with possible extension
Work Location: On-site
Salary Range: $30-$40/hour
To Apply:
Please send resume to Wyss Institute Careers at: wysscareers@wyss.harvard.edu.