IT Specialist

About the role

We are seeking a full-time, on-site IT Support Specialist to join our Boston office. This role is the frontline of IT support, responsible for resolving hardware, software, networking, and AV issues across macOS, Windows, and mobile devices. You'll manage user access and onboarding/offboarding, support Zoom Rooms and office AV systems, and help maintain on-prem IT infrastructure. The ideal candidate brings at least 2+ years of hands-on IT support experience, strong customer service and troubleshooting skills, and a collaborative mindset to support both daily operations and ongoing IT initiatives

Key Responsibilities

• Serve as the first point of contact for IT support, resolving hardware, software, and connectivity issues for desktops, laptops (Windows and macOS), mobile devices, and printers
• Manage user accounts, permissions, and access across all systems, including Google Workspace, Zoom Rooms, and other internal tools; handle user onboarding and offboarding, including provisioning accounts, devices, and access
• Set up, configure, and maintain Zoom Rooms hardware and software, ensuring smooth video conferencing and collaboration
• Provide AV support for meetings, seminars, and events, including projectors, microphones, speakers, and presentation equipment
• Assist with on-prem IT infrastructure, including LAN/Wi-Fi networks, printers, and other office devices
• Troubleshoot and resolve technical issues efficiently, documenting all incidents, steps taken, and solutions in the ticketing system
• Educate end users on basic IT best practices, security, and proper use of office technology
• Escalate complex technical problems to senior IT staff or vendors as needed
• Support IT projects, including hardware rollouts, software updates, and technology upgrades

Key Requirements

• Associate's or Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• 2+ years of experience in IT help desk, desktop support, or technical support roles
• Hands-on experience supporting macOS and Windows laptops and desktops
• Strong customer service, troubleshooting, and communication skills
• Excellent problem-solving and troubleshooting skills.
• Familiarity with networking fundamentals (LAN/Wi-Fi, IP addressing, DNS, DHCP) and Jira
• Experience supporting printers, Zoom Rooms, and AV equipment
• Provides support for ad-hoc initiatives and projects as needed by the IT team

Nice to have

• Experience with event management technology or advanced AV systems
• Experience with mobile MDM solutions JAMF
• Certifications or hands-on experience with key IT platforms, including Google Workspace/Google Cloud, Okta (identity and access management), and Atlassian Jira (project/workflow management)
• Familiarity with security frameworks (SOC 2, ISO 27001, PCI)

Salary Range

$75,000 - 130,000. We consistently monitor external market data and update base salary ranges accordingly. We determine base compensation decisions on several factors, including as geographic placement, role-specific knowledge, skills, and/or experience. In addition to our base salary offerings, we also provide equity grants for all new hires.