Senior IT Support Analyst

Join our growing team as a Senior IT Support Analyst in our Boston headquarters. You will be the hands-on technical backbone of the office, responsible for the end-to-end IT experience, troubleshooting complex issues, managing onboarding and offboarding, and ensuring compliance with CUI standards. Your work will directly support our mission to improve the safety of airspace. Enjoy flexible work hours, premium healthcare, flexible time off, competitive salary and equity, and top-notch office equipment and tools.

• Assurer l'expérience IT de bout en bout pour l'équipe, y compris le dépannage avancé des points de terminaison et l'infrastructure réseau.
• Gérer et résoudre les problèmes d'infrastructure réseau sur site, y compris les armoires réseau, les racks, le câblage et un environnement sans fil multi-AP.
• Collaborer avec les fournisseurs pour la construction du bureau de Boston, en veillant à ce que tout l'équipement soit conforme aux exigences.
• VTC (video teleconferencing) equipment management and troubleshooting—Zoom Rooms and/or Teams Rooms
• Advanced macOS troubleshooting, plus strong Windows troubleshooting; comfortable supporting a mixed-OS fleet
• Corporate VPN support experience (experience with Jamf Security Cloud or Zscaler a plus)
• Compliance awareness in a CUI/TAA environment; willingness to work within NIST 800-171 / CMMC-style controls
• Basic network topology understanding with real hands-on experience: network closets, IT/network racks, and cable patching
• Mobile device support across iOS and Android
• Experience troubleshooting endpoints through an MDM (Intune, Jamf, or Kandji all acceptable)—you don't need to administer the MDM, but you should be able to diagnose and resolve issues through it
• A bias for action in an ambiguous, fast-scaling environment—previous startup experience strongly preferred
• Experience operating in a multi-AP wireless environment
• Nice to have: scripting for automation (bash/PowerShell/Python), certifications such as CompTIA A+/Network+/Security+, Apple ACMT, or Jamf, experience with iPaaS tools such as Power Automate, Zapier, N8N, experience administering Business SaaS applications such as Slack, Zoom, Linear, Notion, etc
• 5+ years of hands-on IT support experience, with a track record of acting as a senior escalation point as well as a first responder
• Strong communication and a service-oriented mindset; ability to mentor and level up junior support staff