IT Support Analyst

Boston Globe Media • Boston, MA

1d • Onsite

About The Position

Boston Globe Media is seeking a motivated, customer-oriented IT Support Analyst with at least five years of professional IT support experience. The role supports Windows and macOS environments, Active Directory, Apple devices managed through Jamf, and endpoint and email security solutions. The successful candidate will work independently, take ownership of technical issues, and deliver excellent customer service. The position calls for accurate documentation and asset management, initiative, follow-through, adaptability, and an ongoing commitment to professional growth and an inclusive, audience-focused approach.

This position is based in Boston. The Boston Globe Media office is downtown near Faneuil Hall and Quincy Market and is accessible by MBTA and commuter rail. Candidates should be based in the area or willing to move. The annual salary range is $70,000–$80,000; compensation will reflect the successful candidate’s skills, experience, and qualifications, and most qualified candidates are anticipated to be hired within the midpoint of the range.

Requirements

• At least five years of professional IT support experience in a business environment.
• Strong troubleshooting skills with Microsoft Windows and macOS.
• Hands-on experience administering Active Directory.
• Experience using Jamf to manage and support Apple devices.
• Working knowledge of endpoint security software and email security solutions.
• Experience with IT asset management, including inventory tracking, equipment assignments, and lifecycle management.
• Ability to produce accurate, organized technical documentation.
• Excellent customer service and communication skills, including explaining technical concepts clearly to nontechnical employees.
• Ability to work independently without direct supervision and recognize when to escalate issues.
• Strong organizational skills, attention to detail, and ability to manage competing priorities.
• Commitment to protecting confidential information and following IT security policies.
• Eagerness to learn new technologies, expand responsibilities, and grow professionally.
• Willingness to adapt and be audience focused, with a curious mindset and commitment to creating an inclusive work environment.
• Candidates should be based in the Boston area or willing to move.

Responsibilities

• Provide technical support for Windows and Mac computers, applications, peripherals, and connectivity issues.
• Install, configure, troubleshoot, and maintain laptop hardware and software.
• Manage Active Directory user accounts, groups, and access permissions in accordance with company policies.
• Use Jamf to manage Apple devices, deploy applications, apply configuration profiles, and maintain device compliance.
• Support endpoint security software, troubleshoot security-related issues, and appropriately escalate potential threats.
• Support email security solutions, including spam filtering, phishing protection, message quarantine, and email delivery troubleshooting.
• Maintain accurate IT asset records, including equipment assignments, inventory, purchases, warranties, and lifecycle status.
• Coordinate equipment deployment, recovery, reuse, and retirement in accordance with established procedures.
• Support employee onboarding and offboarding, including equipment preparation, account setup, access removal, and equipment retrieval.
• Create and maintain documentation of technical procedures, configurations, troubleshooting steps, and support resolutions.
• Record, prioritize, and manage support requests through the IT ticketing system, keeping employees informed through resolution.
• Collaborate with IT colleagues and vendors to resolve complex issues and improve support services.
• Expand technical knowledge and identify opportunities to improve processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed