Senior IT Support Analyst

Responsibilities

• Serve as the senior on-site point for complex hardware, software, OS, and connectivity issues across the Boston office.
• Troubleshoot and resolve endpoint issues across macOS and Windows, working through our MDM to diagnose configuration and policy problems.
• Own employee onboarding and offboarding—device provisioning, account setup, access, asset recovery, and inventory.
• Manage and troubleshoot on-site network infrastructure: network closets, racks, cable patching, and a multi-AP wireless environment, in partnership with our networking vendor.
• Stand up, configure, and maintain VTC/conference-room equipment across ~21 conference rooms and phone booths (Zoom Rooms / Teams Rooms), ensuring meeting-ready reliability.
• Support corporate VPN connectivity and mobile devices (iOS and Android).
• Partner with vendors on the Boston office build-out, ensuring all equipment is CUI/TAA compliant.
• Enforce and support endpoint compliance controls (disk encryption, EDR, MDM-enforced baselines) consistent with our CUI environment.
• Document procedures and build self-service resources to reduce friction and improve the team's IT experience.

Qualifications

• 5+ years of hands-on IT support experience, with a track record of acting as a senior escalation point as well as a first responder.
• Advanced macOS troubleshooting, plus strong Windows troubleshooting; comfortable supporting a mixed-OS fleet.
• Experience troubleshooting endpoints through an MDM (Intune, Jamf, or Kandji all acceptable)—you don't need to administer the MDM, but you should be able to diagnose and resolve issues through it.
• Corporate VPN support experience (experience with Jamf Security Cloud or Zscaler a plus)
• Basic network topology understanding with real hands-on experience: network closets, IT/network racks, and cable patching.
• Experience operating in a multi-AP wireless environment.
• VTC (video teleconferencing) equipment management and troubleshooting—Zoom Rooms and/or Teams Rooms.
• Mobile device support across iOS and Android.
• Compliance awareness in a CUI/TAA environment; willingness to work within NIST 800-171 / CMMC-style controls.
• A bias for action in an ambiguous, fast-scaling environment—previous startup experience strongly preferred.
• Strong communication and a service-oriented mindset; ability to mentor and level up junior support staff.