Senior IT Support Analyst

RxSense•Boston, MA

2d•$80,000 - $100,000•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 provides advanced end-user support, owns complex support issues, and applies automation and AI to improve IT operations. The analyst also contributes to infrastructure and cloud initiatives in partnership with the global IT and systems engineering teams. The position requires compliance with the RxSense Information Security Program and its policies. The role supports office staff and executives, manages endpoint and account administration, and assists with office technology, physical access systems, cloud platforms, identity services, networking, and connectivity. It also involves maintaining scripts and system documentation, evaluating IT tools, delivering internal training, and improving support processes and knowledge resources. This is a hybrid position requiring at least three days per week in the Boston office. Remote-work days require a professional home office setup and reliable internet. The role may involve occasional equipment handling and cabling, travel of less than 20%, and professional business-casual attire when 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 port configuration, AP troubleshooting, and firmware updates.
Demonstrated PowerShell and/or Python scripting proficiency, including the ability to independently build, maintain, and document IT administration automation.
Hands-on professional experience with AI productivity and coding tools such as Claude, Microsoft Copilot, or GitHub Copilot, and the ability to apply AI 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 three days per week and maintain a professional home office setup with reliable internet for remote work days.
Must be able to lift and move items weighing up to 30 pounds occasionally.
Must be comfortable wearing professional business-casual attire on site and presenting professionally to executives and business stakeholders.

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 and provide technical assistance in person and remotely.
Provide responsive on-site and remote support to executives and staff, including time-sensitive requests.
Own the IT support ticket queue, resolve issues within SLA targets, and escalate complex issues when needed.
Provision, configure, and support Windows and macOS endpoints, laptops, desktops, printers, scanners, and mobile devices.
Support audiovisual and conferencing equipment, including video conferencing systems, microphones, and display technology.
Assist with user account management, password resets, MFA configuration, and access provisioning.
Manage hardware and software inventory and maintain accurate asset records.
Recover and validate assets when employees separate from the company.
Assist with office equipment moves and workspace setup.
Administer physical access control systems, provision badges, troubleshoot door readers, and coordinate access changes with facilities.
Support day-to-day administration across AWS, Azure, and GCP, partnering with systems engineering on complex changes.
Perform day-to-day administration of Windows 365 and Google Workspace.
Support identity and access management across Okta, Entra ID, and Active Directory, including account lifecycle, group membership, and SSO troubleshooting.
Write, maintain, and manage PowerShell and Python automation scripts and version scripts and tools using GitHub.
Maintain clear and accurate system, configuration, and procedure documentation.
Use AI tools such as Claude and Microsoft Copilot to improve scripting, documentation, and IT workflows.
Evaluate current and prospective IT tools, document findings, and present recommendations for integrations and improvements.
Develop and deliver internal training and reference materials for platforms and AI-powered capabilities.
Support and perform basic configuration of office network hardware, escalating complex network engineering work as appropriate.
Troubleshoot wired LAN, Wi-Fi, and VPN connectivity issues, identify root causes, and escalate infrastructure-level problems.
Perform cabling, patching, and physical network infrastructure tasks as required.
Ensure IT activities comply with SOC1, SOC2, HIPAA, HITRUST, and ISO 27001 standards.
Enforce information security policies and IT procedures, and promptly report suspected violations.
Protect information and assist with end-user security awareness and training.
Maintain confidentiality and sound judgment when handling technical or sensitive matters.
Document support interactions and resolutions in the IT ticketing system.
Create and maintain end-user guides, runbooks, and process documentation.
Use AI tools to help create and maintain documentation and knowledge base content, while assessing its quality and accuracy.
Identify process or documentation gaps and take initiative to address them.
Stay current with technology through ongoing training and self-development.
Contribute technical knowledge and hands-on support to team projects and initiatives.