Senior IT Support Specialist

Accountabilities

• Own the IT helpdesk queue, triaging, resolving, and routing requests through the designated support form and Jira while maintaining accurate ticket assignments and reporting on request volumes and resolution times.

• Provide hands-on technical support to onsite and remote employees, troubleshooting hardware, software, and network issues in a MacBook and iPhone environment.

• Support endpoint management using Mosyle MDM or comparable tools, including device enrollment, configuration profiles, policies, software deployment, and security baselines.

• Manage the device lifecycle from procurement, staging, and deployment through refresh, collection, and secure disposal.

• Support identity and access administration in Okta or a comparable platform, including user lifecycle management, group and application assignments, SSO and SCIM provisioning, and periodic access reviews.

• Coordinate end-to-end employee onboarding and offboarding, ensuring accounts, permissions, and devices are provisioned or deprovisioned correctly and automated processes complete successfully.

• Contribute to security operations by responding to phishing reports and alerts, following incident response procedures, enforcing endpoint policies, troubleshooting Cloudflare Zero Trust access, and supporting security awareness training.

• Administer and support Microsoft 365, Microsoft Entra, 1Password, RingCentral, Claude, and other workplace applications, assisting with access requests, deployments, and user guidance.

• Maintain office technology, including conference rooms, audiovisual equipment, displays, signage, docking stations, peripherals, and basic UniFi network troubleshooting in coordination with the IT Manager.

• Lead defined IT projects from planning to completion, establishing scope, selection criteria, timelines, success metrics, and status updates while escalating blockers or changes promptly.

• Maintain accurate and accessible technical documentation, including runbooks, trackers, knowledge base articles, user guides, and helpdesk resources.

• Collaborate with IT colleagues and other departments to identify opportunities for improvement, deliver practical solutions, and provide friendly, patient, customer-focused technical support.

Requirements:

• 3–5 years of experience in IT support or systems administration, preferably in a Mac-centric environment.

• Working knowledge of Okta or a comparable identity provider, including single sign-on (SSO), SCIM provisioning, and identity lifecycle management.

• Familiarity with Apple device management platforms such as Mosyle or Jamf, as well as Apple Business Manager.

• Foundational administration experience with Microsoft 365 and Microsoft Entra.

• Familiarity with Zero Trust access solutions such as Cloudflare One, password management tools, and ticketing platforms such as Jira.

• Basic networking knowledge, including DHCP, DNS, Wi-Fi, and VLAN concepts, with the ability to troubleshoot common issues and escalate when necessary.

• Strong troubleshooting skills across hardware, software, and network environments, with a methodical approach to identifying root causes and implementing practical solutions.

• Demonstrated ability to independently plan and manage projects, establish timelines and measurable outcomes, use data to inform decisions, and communicate progress clearly.

• Excellent communication and customer service skills, including the ability to explain technical concepts to nontechnical users with patience and clarity.

• Strong organizational skills and attention to detail when managing user accounts, permissions, devices, tickets, and documentation.

• Ability to prioritize competing requests, adapt quickly to evolving tools and processes, and take ownership of tasks from initiation through completion.

• Comfortable working independently as the primary onsite IT resource when the IT Manager is remote or unavailable.

• Willingness to work primarily onsite at the Quincy, Massachusetts headquarters, with one remote work-from-home day per week. Occasional visits to other company locations and limited overnight travel may be required.

• Availability for occasional evening or weekend work during planned maintenance, system cutovers, or incident response.

• Ability to move IT and audiovisual equipment weighing up to 40 pounds, with assistance for heavier displays, and use a step ladder when required for equipment installation.

• No supervisory responsibilities are associated with this position.

Benefits:

• Competitive annual base salary, with final compensation determined by experience and location. A specific salary range is not provided in the source listing.

• Generous vacation and sick time.

• Nine company-paid holidays.

• Medical insurance options, including HMO and PPO plans.

• Dental and vision coverage.

• Health Reimbursement Arrangement (HRA).

• Healthcare Flexible Spending Account (HFSA) and Dependent Care Flexible Spending Account (DCFSA).

• Prescription cost-share assistance program.

• Life insurance and disability benefits fully paid by the employer.

• Employee Assistance Program (EAP) at no cost to employees.

• 401(k) retirement plan with employer matching contributions.

• Fitness reimbursement program.

• Pet insurance discount.

• Hybrid work arrangement offering one work-from-home day per week, with onsite presence required for hands-on technical support.

• Full-time, exempt employment.