IT Support Engineer

This mid-level IT Support Engineer role will manage day-to-day end-user technology operations in a small, onsite environment. The position includes independent troubleshooting, Level 1–2 support coverage, ownership of endpoint health, and end-to-end handling of onboarding and offboarding tasks with minimal supervision.

Location & Work Arrangement

• Location: Boston, MA 02133
• Work mode: In person (onsite)

Compensation

• Salary: USD 110,000 - 125,000 per year

Role Responsibilities

• Deliver Level 1–2 technical support for hardware, software, networking, VPN, and remote-access issues.
• Own endpoint health, including device enrollment, imaging, patching, compliance, and monitoring using Intune, ManageEngine Endpoint Central, or equivalent tools.
• Manage employee onboarding and offboarding, including account provisioning and access updates across Okta, Microsoft 365, Adobe, and other SaaS platforms.
• Build and configure devices aligned to user requirements while applying standard procedures using sound technical judgment.
• Confirm solutions and configurations before closing requests to ensure issues are fully resolved.
• Troubleshoot unfamiliar problems independently, then escalate with clear diagnosis and recommended next steps.
• Maintain accurate technical documentation, including runbooks and knowledge base articles.

Required Qualifications

• 3–5+ years of hands-on IT support experience with the ability to work independently in a small IT environment.
• Practical experience administering Windows 10/11, endpoint management tools, and device imaging and provisioning.
• Working knowledge of identity and access management, including Okta or equivalent SSO/MFA platforms.
• Experience supporting Microsoft 365 and business applications such as Box, Zoom, Slack, and Adobe.
• Familiarity with basic networking and VPN troubleshooting, using ticketing systems, and producing technical documentation.
• Strong problem-solving and attention to detail, with a proactive approach to verifying outcomes and completing resolutions.
• Ability to apply sound judgment, adapt standard processes when needed, and communicate effectively with end users and senior stakeholders.

Technology Stack

• Windows 10, Windows 11
• Intune
• ManageEngine Endpoint Central
• Okta (SSO/MFA)
• Microsoft 365
• Adobe
• Box, Zoom, Slack
• VPN
• Endpoint enrollment, device imaging

Experience Requirements

• IT support: 6 years (Required)
• Financial services: 3 years (Required)

Ideal Candidate Profile

• Manages issues from start to finish rather than only processing tickets.
• Understands when to follow procedures, when to investigate further, and when to escalate with potential solutions.
• Works at a mid-level, not an entry-level helpdesk scope, with the ability to manage day-to-day IT operations with minimal oversight.