Senior IT Support Technician
Boston, MAFull-TimeSeniorSupport / Customer Success
RESPONSIBILITIES:
- Deliver expert-level support to employees across a wide range of hardware and software systems, making those employees want to work with you every time they have an issue
- Serve as a trusted advisor to employees and advocate for them, ensuring they are equipped with the right tools and processes to do their best work unencumbered
- Proactively identify and address trends in support issues, collaborating with IT leadership and engineering to reduce friction and incident rate
- Support and configure IT infrastructure including our network, security stack, identity & access management, and device management systems
- Lead small projects and contribute to large ones
- Partner with cross-functional teams to support employee onboarding/offboarding and ensure seamless tech experiences across the employee lifecycle
- Maintain documentation for internal IT processes, tools, and troubleshooting steps, and contribute to knowledge-sharing across the team
- Provide top tier service to VIPs and executives
- Host and manage high profile internal and external events, including occasional after hours work
QUALIFICATIONS:
- 2+ years of IT experience in a fast-paced, high-growth environment
- Technical degree in Information Technology, Engineering, Computer Science, Cybersecurity, or a related field
- Strong understanding of device management platforms (e.g., Jamf, Iru, Intune) and enterprise tools like Google Workspace, Okta, and Slack
- Proven ability to communicate effectively and clearly to colleagues up and down the org chart
- Comfortable supporting both hardware (laptops, peripherals, AV setups) and software (SaaS platforms, authentication, endpoint security)
- Experience supporting and configuring network and infrastructure systems
- Ability to work independently and prioritize multiple tasks, while contributing to a collaborative team culture
- Evidence of self-initiated growth and development
- Strong commitment to embracing and leveraging AI tools in day-to-day tasks, ensuring AI-assisted work aligns with the same high-quality standards as personal contributions
