Senior IT Support Specialist

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.

• 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.