Senior IT Support Engineer

A fast growing AI robotics company in Cambridge, MA is hiring a Senior IT Support Engineer for an onsite, 12-month contract staffed via HireArt. This role focuses on delivering a smooth end-user IT experience across the device lifecycle, identity and access, conference room technology, and Tier 1/2 service desk support. You will work hands-on with modern endpoints and workplace systems, owning onboarding and offboarding workflows, improving ticket operations, and partnering with cross-functional teams to strengthen IT processes.

Benefits

• Pre-tax commuter benefits
• Employer (HireArt) subsidized Healthcare Benefits
• Flexible Spending Account for healthcare-related costs
• HireArt covers costs for short- and long-term disability and life insurance
• 401k package

What You’ll Own

• Own end-to-end onboarding and offboarding, including device provisioning, account setup, access management, hardware recovery, and secure deprovisioning.
• Provide Tier 1/2 support for end-user devices, accounts, productivity tools, connectivity, conference room technology, and workplace systems across Linux, macOS, Windows, iOS, and Android.
• Run device lifecycle operations such as procurement, imaging, shipping, inventory management, refreshes, MDM enrollment, and secure asset disposal.
• Support and improve conference room and A/V systems, including meeting support, troubleshooting, new room buildouts, and vendor coordination.
• Maintain ticket queue health, SLA performance, documentation, runbooks, and user-facing knowledge base content.
• Coordinate with external IT vendors, contractors, and service providers for operational needs and escalations.
• Partner cross-functionally on IT infrastructure, identity management, networking, security tooling, and operational improvement initiatives.
• Identify process gaps and drive continuous improvement across onboarding, asset management, ticket workflows, documentation, and user support operations.

Core Requirements

• 5+ years of experience in end-user IT support with progressive ownership and operational responsibility
• Hands-on support experience across Linux, macOS, and Windows
• Proficiency supporting iOS and Android devices
• Familiarity with MDM platforms such as Fleet, JumpCloud, Intune, or JAMF
• Knowledge of identity and access management platforms including Okta, JumpCloud, or Azure AD/Entra ID
• Proficiency administering Google Workspace and supporting productivity tooling
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice
• Working knowledge of networking concepts including DHCP, DNS, VLANs, VPNs, Wi-Fi, and firewall fundamentals
• Familiarity with virtualization platforms such as VMware or Proxmox
• Ability to perform light scripting or automation using Bash, PowerShell, or Python
• Strong troubleshooting, communication, documentation, and organizational skills
• Ability to work independently in fast-paced environments while delivering excellent end-user support
• Ability to lift up to 40 lbs. and work within office, lab, network closet, and infrastructure environments
• Ability to travel occasionally to support office operations, buildouts, or hardware deployments

Preferred Qualifications

• Background supporting highly technical engineering organizations such as robotics, AI, embedded systems, or ML teams
• Familiarity with Cisco Meraki, Fortigate, or similar networking platforms
• Knowledge of conference room A/V systems and collaboration platforms such as Google Meet, Zoom Rooms, Pexip, Logitech, Crestron, or Poly
• Familiarity with CrowdStrike or modern endpoint security platforms
• Familiarity with AWS or other cloud infrastructure platforms
• Knowledge of infrastructure automation or infrastructure-as-code tooling such as Terraform, Pulumi, or Ansible
• Familiarity with zero-trust networking or remote access tools such as Tailscale
• Background supporting environments aligned with SOC 2, ISO 27001, or similar compliance standards
• Experience working in startup or high-growth technology environments
• Familiarity with AI productivity tools such as Claude, ChatGPT, or Gemini

Compensation: USD 55 - 65 per hour.

Commitment: Full-time, 12-month contract position staffed via HireArt. Onsite role for candidates who are local to the Cambridge, MA area.