What You Will Do:As we grow our Boston headquarters into a modern workspace, we're hiring a Senior IT Support Analyst to be the hands-on technical backbone of the office. You'll own the end-to-end IT experience for our team-from advanced endpoint troubleshooting to the physical network and conferencing infrastructure that keeps the building running. Operating in a fast-paced startup environment, you'll be the senior on-site point of contact: resolving complex issues, owning onboarding and offboarding, partnering with vendors on our new-office build-out, and ensuring every endpoint and conference room meets the compliance bar required of a CUI environment. Your work will directly enable the engineers and operators building tools that improve the safety of our airspace. Responsibilities include:
- Serve as the senior on-site point for complex hardware, software, OS, and connectivity issues across the Boston office.
- Troubleshoot and resolve endpoint issues across macOS and Windows, working through our MDM to diagnose configuration and policy problems.
- Own employee onboarding and offboarding-device provisioning, account setup, access, asset recovery, and inventory.
- Manage and troubleshoot on-site network infrastructure: network closets, racks, cable patching, and a multi-AP wireless environment, in partnership with our networking vendor.
- Stand up, configure, and maintain VTC/conference-room equipment across ~21 conference rooms and phone booths (Zoom Rooms / Teams Rooms), ensuring meeting-ready reliability.
- Support corporate VPN connectivity and mobile devices (iOS and Android).
- Partner with vendors on the Boston office build-out, ensuring all equipment is CUI/TAA compliant.
- Enforce and support endpoint compliance controls (disk encryption, EDR, MDM-enforced baselines) consistent with our CUI environment.
- Document procedures and build self-service resources to reduce friction and improve the team's IT experience.
What We Value:- 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.
- Advanced macOS troubleshooting, plus strong Windows troubleshooting; comfortable supporting a mixed-OS fleet.
- 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.
- Corporate VPN support experience (experience with Jamf Security Cloud or Zscaler a plus)
- Basic network topology understanding with real hands-on experience: network closets, IT/network racks, and cable patching.
- Experience operating in a multi-AP wireless environment.
- VTC (video teleconferencing) equipment management and troubleshooting-Zoom Rooms and/or Teams Rooms.
- Mobile device support across iOS and Android.
- Compliance awareness in a CUI/TAA environment; willingness to work within NIST 800-171 / CMMC-style controls.
- A bias for action in an ambiguous, fast-scaling environment-previous startup experience strongly preferred.
- Strong communication and a service-oriented mindset; ability to mentor and level up junior support staff.
- 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
