Senior IT Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior IT Support Specialist based in the United States.

The Senior IT Support Specialist will play a key role in maintaining a reliable, secure, and efficient IT environment for approximately 140 employees across an onsite headquarters and a distributed workforce. This hands-on position combines end-user support, Apple device management, identity administration, and security operations, with responsibility for ensuring employees have the tools and access they need to work effectively. Reporting to the IT Manager, you will take ownership of the helpdesk, manage device and user lifecycles, and lead targeted IT improvement projects from planning through delivery. Working primarily in a MacBook and iPhone environment, you will support a range of modern workplace platforms while helping strengthen security and operational consistency. This role is ideal for a proactive IT professional who enjoys solving technical problems, improving processes, and delivering outstanding service. You will also serve as a trusted onsite technical resource, collaborating across departments to enhance the overall employee technology experience.

• 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.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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