Senior IT Support Analyst

RxSense•Boston, MA

1d•Hybrid

About The Position

RxSense is seeking an experienced Senior IT Support Analyst to serve as the primary IT presence in its Boston office. The role supports end users in person and remotely, independently resolves complex, multi-system problems, escalates challenging issues as appropriate, and applies AI and automation to improve IT operations. The analyst also contributes to infrastructure and cloud initiatives in partnership with the global IT team. The position supports Windows and macOS endpoints, office and conferencing equipment, identity and access systems, cloud environments, networking, and physical access controls. It includes ticket queue ownership, asset management, scripting and automation, documentation, tool evaluations, and internal training. The analyst must comply with the RxSense Information Security Program and applicable security policies, and support compliance with SOC1, SOC2, HIPAA, HITRUST, and ISO 27001 standards. This is a hybrid role requiring at least three days per week in the Boston office. Remote-work days require a professional home office setup and reliable internet. Occasional physical tasks include moving equipment, running cables, and configuring hardware in server or network closets; the role may require occasionally lifting items up to 30 pounds. Travel is less than 20%, and professional business casual attire is required on-site. Salary range: $80,000–$100,000.

Requirements

At least 3 years of IT experience centered on end-user support, with hands-on exposure to systems administration and networking.
Proficiency with Windows and macOS and enterprise endpoint management tools such as Intune and JAMF.
Hands-on experience with Google Workspace, Okta, Windows 365, and Active Directory.
Working knowledge of AWS, Azure, and GCP for systems administration tasks.
Foundational understanding of cloud networking concepts, including DNS, VPNs, TCP/IP, RBAC, SAML, and OIDC, sufficient for troubleshooting and cross-team collaboration.
Basic familiarity with firewalls, managed switches, and wireless access points, including routine support such as port configuration, access point troubleshooting, and firmware updates.
Demonstrated PowerShell and/or Python scripting proficiency and ability to independently build, maintain, and document IT administration automation.
Professional experience using AI productivity and coding tools such as Claude, Microsoft Copilot, or GitHub Copilot, with comfort applying them to real workflows.
Excellent communication skills and a strong customer-service orientation.
Ability to work independently, prioritize effectively, and manage multiple responsibilities and projects in a fast-paced environment.
Strong organizational skills and attention to detail.
Proficiency with Jira and Confluence for ticket management, documentation, and internal knowledge management.
Familiarity with physical access control platforms such as Brivo, including badge provisioning and basic troubleshooting.
Must comply with the RxSense Information Security Program and its policies.
Must be able to work in the Boston office at least 3 days per week and maintain a professional home office setup with reliable internet for remote days.
Ability to occasionally lift and move items weighing up to 30 pounds.
Must be comfortable presenting professionally in an environment that includes executives and business stakeholders; professional business casual attire is required on-site.

Nice To Haves

IT certifications such as CompTIA A+, Network+, AWS, Cisco, or Azure.
ITIL certification or familiarity with ITIL practices.
Experience in regulated industries such as health technology or finance.
Familiarity with prompt engineering or LLM-powered workflow automation, or experience building or integrating AI agents or assistants into IT processes.
Experience with unified communications or telephony systems.

Responsibilities

Serve as the primary on-site IT resource for Boston office staff, providing technical support in person and remotely.
Provide dedicated support to executives and office staff, including responsive assistance for time-sensitive needs.
Own and manage the IT support ticket queue, resolve issues within SLA targets, and act as the escalation point for complex and non-standard problems.
Provision, configure, and support Windows and macOS computers, printers, scanners, and mobile devices.
Support audiovisual and conferencing equipment, including video conferencing systems, microphones, and displays.
Assist with user account management, password resets, multifactor authentication, and access provisioning.
Manage hardware and software inventory, maintain accurate asset records, and recover and validate assets when employees separate.
Assist with office equipment moves and workspace setup.
Administer physical access control systems, including badge provisioning and door reader troubleshooting, and coordinate access changes with facilities.
Perform day-to-day administration tasks across AWS, Azure, and GCP, partnering with systems engineering on complex changes.
Administer Windows 365 and Google Workspace.
Support identity and access management across Okta, Entra ID, and Active Directory, including account lifecycle, group membership, and single sign-on troubleshooting.
Write, own, and maintain PowerShell and Python automation scripts, and manage and version scripts and tools through GitHub.
Maintain clear, accurate documentation for systems, configurations, and procedures.
Use AI tools such as Claude and Microsoft Copilot to support scripting, documentation, and IT workflow improvements.
Evaluate current and prospective IT tools, document findings, and recommend integrations and improvements.
Develop and deliver internal training and reference materials for key platforms and AI capabilities.
Perform basic configuration and support of office switches, firewalls, and wireless access points; escalate complex network engineering work.
Troubleshoot wired LAN, Wi-Fi, and VPN connectivity issues, identify root causes, and escalate infrastructure-level problems as needed.
Perform cabling, patching, and physical network infrastructure tasks.
Ensure IT activities comply with SOC1, SOC2, HIPAA, HITRUST, and ISO 27001 standards.
Enforce information security policies and IT procedures, and promptly report suspected policy violations.
Protect information, assist with end-user security awareness and training, and maintain confidentiality and sound judgment.
Document support interactions and resolutions in the IT ticketing system.
Create and maintain end-user guides, runbooks, process documentation, and self-service knowledge content.
Use AI to help create and maintain documentation and assess the quality and accuracy of generated content.
Identify gaps in processes or documentation and take initiative to address them.
Stay current with technology through ongoing training and self-development.
Contribute technical knowledge and hands-on assistance to team projects and initiatives.