Senior IT Support Engineer

Job description

Hire Art is helping our client find a Senior IT Support Engineer to own the end‑user IT experience across device lifecycle management, identity and access, conference room technology, and Tier 1/2 support. In this role, you’ll help shape onboarding, device management, service desk operations, and workplace technology processes while delivering high‑quality support across Linux, macOS, Windows, iOS, and Android environments. This is a hands‑on, customer‑facing role for someone who takes ownership, continuously improves processes, and thrives in fast‑paced technical environments.

The ideal candidate is proactive, highly organized, technically versatile, and passionate about delivering exceptional user support experiences.

• 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 Linux, macOS, Windows, iOS, and Android environments.
• 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.
• Coordinate with external IT vendors, contractors, and service providers to support operational needs and escalations.
• Partner cross‑functionally 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.

• 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.
• Proficiency supporting iOS and Android devices.
• Familiarity with MDM platforms such as Fleet, Jump Cloud, Intune, or JAMF.
• Knowledge of identity and access management platforms, including Okta, Jump Cloud, or Azure AD/Entra .
• Proficiency administering Google Workspace and supporting productivity tooling.
• Familiarity with ITSM platforms such as Service Now, Jira Service Management, or Fresh service.
• 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, Power Shell, 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.
• Ability to travel occasionally to support office operations, buildouts, or hardware deployments.

• 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 Crowd Strike or modern endpoint security platforms.
• Familiarity with AWS or other cloud infrastructure platforms.
• 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.
• Background supporting environments aligned with SOC 2, ISO 27001, or similar compliance standards.
• Experience working in startup or high‑growth technology environments.
• Familiarity with AI productivity tools such as Claude, ChatGPT, or Gemini.

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

This is a full‑time, 12‑month contract position staffed via Hire Art. This position will be onsite and available to candidates who are local to the Cambridge, MA area.

Hire Art 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.