Senior IT Support Engineer

A Fast Growing AI Robotics Company is hiring a Senior IT Support Engineer to deliver end-user IT support and ownership across onboarding, device lifecycle management, identity and access, conference room technology, and Tier 1/2 service desk operations. This role is onsite in Cambridge, MA under a 12-month contract.

Key Responsibilities

• Own end-to-end onboarding and offboarding, including device provisioning, account setup, access management, hardware recovery, and secure deprovisioning.
• Provide Tier 1/2 support for end-user systems across Linux, macOS, Windows, iOS, and Android, covering devices, accounts, productivity tools, connectivity, and conference room technology.
• 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 for 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.

Required Qualifications

• 5+ years of experience in end-user IT support with progressive ownership and operational responsibility.
• Hands-on support experience across Linux, macOS, and Windows.
• Proficiency supporting iOS and Android devices.
• Familiarity with MDM platforms such as Fleet, JumpCloud, Intune, or JAMF.
• Knowledge of identity and access management platforms, including Okta, JumpCloud, or Azure AD/Entra ID.
• Proficiency administering Google Workspace and supporting productivity tooling.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice.
• Working knowledge of networking fundamentals, including DHCP, DNS, VLANs, VPNs, Wi-Fi, and firewall.
• Familiarity with virtualization platforms such as VMware or Proxmox.
• Ability to perform light scripting or automation using Bash, PowerShell, 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.

Technologies

• Linux, macOS, Windows, iOS, Android
• MDM: Fleet, JumpCloud, Intune, JAMF
• Identity and Access: Okta, Azure AD/Entra ID
• Productivity: Google Workspace
• ITSM: ServiceNow, Jira Service Management, Freshservice
• Networking: DHCP, DNS, VLANs, VPNs, Wi-Fi, firewall
• Virtualization: VMware, Proxmox
• Scripting/Automation: Bash, PowerShell, Python
• MDM, ITSM, A/V systems

Benefits

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

Preferred Qualifications

• 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 CrowdStrike 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

Employment Details

• Location: Cambridge, MA (onsite)
• Job type: Contract
• Term: Full-time, 12-month contract position staffed via HireArt
• Schedule: Onsite and available to candidates local to the Cambridge, MA area
• Compensation: USD 55 - 65 per hourly