Senior IT Support Engineer

About the role

HireArt is assisting our client in recruiting a Senior IT Support Engineer to oversee the end-user IT experience across various areas including device lifecycle management, identity and access, conference room technology, and Tier 1/2 support. This role requires hands-on involvement, continuous process improvement, and a strong commitment to delivering exceptional user support.

Responsibilities

• Own end-to-end onboarding and offboarding processes, including device provisioning, account setup, access management, hardware recovery, and secure deprovisioning.
• Provide Tier 1/2 support for devices, accounts, productivity tools, connectivity, conference room technology, and end-user systems across multiple operating systems.
• Manage device lifecycle operations, including procurement, imaging, shipping, inventory management, refreshes, MDM enrollment, and secure asset disposal.
• Support and improve conference room and A/V systems, including meeting support, troubleshooting, new room buildouts, and vendor coordination.
• Maintain ticket queue health, SLA performance, documentation, runbooks, and user-facing knowledge base content.
• Cross-functionally partner on IT infrastructure, identity management, networking, security tooling, and operational improvement initiatives.
• Identify process gaps and drive continuous improvement across onboarding, asset management, ticket workflows, documentation, and user support operations.

Requirements

• 5+ years of experience in end-user IT support with progressive ownership and operational responsibility.
• Hands-on support experience across Linux, macOS, and Windows environments.
• Familiarity with iOS and Android devices.
• Proficiency supporting MDM platforms like Fleet, JumpCloud, Intune, or JAMF.
• Knowledge of identity and access management platforms, including Okta, JumpCloud, or Azure AD/Entra ID.
• Proficiency administering Google Workspace and supporting productivity tools.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice.
• Working knowledge of networking concepts including DHCP, DNS, VLANs, VPNs, Wi-Fi, and firewall fundamentals.
• Familiarity with virtualization platforms such as VMware or Proxmox.
• Ability to perform light scripting or automation using Bash, PowerShell, or Python.
• Strong troubleshooting, communication, documentation, and organizational skills.
• Ability to work independently in fast-paced environments while delivering excellent end-user support.
• Ability to lift up to 40 lbs. and work within office, lab, network closet, and infrastructure environments.
• Occasional travel to support office operations, buildouts, or hardware deployments.

Preferred Qualifications

• Background supporting highly technical engineering organizations such as robotics, AI, embedded systems, or ML teams.
• Familiarity with Cisco Meraki, Fortigate, or similar networking platforms.
• Knowledge of conference room A/V systems and collaboration platforms such as Google Meet, Zoom Rooms, Pexip, Logitech, Crestron, or Poly.
• Familiarity with CrowdStrike or modern endpoint security platforms.
• Experience working in startup or high-growth technology environments.
• Knowledge of infrastructure automation or infrastructure-as-code tooling such as Terraform, Pulumi, or Ansible.
• Familiarity with zero-trust networking or remote access tools such as Tailscale.
• Experience supporting environments aligned with SOC 2, ISO 27001, or similar compliance standards.

Benefits

• Pre-tax commuter benefits.
• Employer (HireArt) subsidized Healthcare Benefits.
• Flexible Spending Account for healthcare-related costs.
• HireArt covers all costs for short- and long-term disability and life insurance.
• 401k package.

Commitment

This is a full-time, 12-month contract position staffed via HireArt. This position will be onsite and available to candidates who are local to the Cambridge, MA area. HireArt values diversity and is an Equal Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas or employ corp-to-corp.