Senior IT Support Specialist

AdeptID • Boston, MA

10d

About The Position

AdeptID is hiring a Senior IT Support Specialist to serve as the senior hands-on technology support contact across AdeptID and its staffing business. The role resolves escalated employee issues both in the office and remotely, sets up and manages Mac and Windows devices, administers cloud productivity and identity tools, and maintains documentation so recurring problems can be resolved efficiently. The specialist works closely with the IT Manager, handles most problems independently, and explains technical issues clearly to non-technical colleagues. This is a hands-on position on a small, growing team that uses modern AI tools in daily work.

Requirements

• At least 5 years of experience in an IT support or help desk role.
• Proven ability to work with end users to identify and resolve technical issues and explain them clearly to non-technical colleagues.
• Hands-on experience supporting macOS and Windows, including setup, device enrollment, and troubleshooting.
• Experience administering cloud services such as Google Workspace, Microsoft 365, and Entra ID, and managing devices with an MDM such as Intune.
• Working knowledge of TCP/IP networking, Wi-Fi, DNS, and DHCP, and common office hardware such as printers and conferencing equipment.
• Ability to manage several requests at once, work well with business and technical colleagues, and remain professional and composed under pressure.
• A proactive, resourceful approach to problem-solving, commitment to customer service, and comfort using AI tools to speed up troubleshooting, documentation, and routine tasks.

Nice To Haves

• Bachelor's degree, or equivalent experience.
• Familiarity with security and compliance frameworks such as SOC 2.
• Familiarity with ticketing and IT asset management tools.

Responsibilities

• Provide first-line and escalated support to employees in the office and remotely for hardware, software, accounts, and access, and track requests through resolution.
• Set up, configure, and deliver laptops and other equipment for new hires, and collect and wipe devices when employees leave.
• Support Mac and Windows devices integrated with cloud services such as Google Workspace and Microsoft 365, with devices enrolled and managed through Intune.
• Manage user accounts, group membership, and application access in identity and single sign-on tools, and help maintain complete MFA and password manager coverage.
• Troubleshoot Wi-Fi, VPN, printer, and meeting room issues, and coordinate with vendors when outside assistance is needed.
• Run small IT projects, such as equipment rollouts and software updates, and report ticket volume and recurring issues to the IT Manager.
• Keep documentation and the device inventory current, and help collect evidence for security and compliance audits.

What This Job Offers

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