IT Endpoint & Support Specialist

Education Resource Strategies; Boston (MA); Hybrid; USD 72,000 - 80,000; Full time

Benefits offered by this job

Hybrid work schedule

Watertown, MA office access

Job summary

Education Resource Strategies seeks an IT Endpoint & Support Specialist to manage the Windows device fleet, onboarding/offboarding, and frontline support for staff. You will handle account provisioning, software access, and device repairs, partnering with the People team and Technology Team.

The role emphasizes a growth mindset, teamwork, and hands-on problem solving in a mission-driven nonprofit environment in the Boston area, with a hybrid work schedule and opportunities to apply AI tools

Qualifications

• 2-3 years of relevant IT experience, including hands-on end user and device support.
• Strong organizational skills with managing device inventories, support requests, procurement, and priorities.
• Working knowledge of Microsoft 365 administration and user account management.
• Experience with device or fleet management, preferably Windows devices and Microsoft Intune.
• Excellent written and verbal communication and interpersonal skills across all levels.
• Eager to learn, take initiative, and drive work forward.
• Ability to work independently and with teams in a mission-driven environment.
• Willing to work in Watertown, MA, at least three days per week.

Responsibilities

• Device Fleet Management: oversee full lifecycle of Windows laptops, deployment, configuration, tracking, retirement.
• Onboarding and Offboarding: set up accounts, devices, software access for new hires, secure staff departures.
• End User Support: primary contact for hardware/software issues, troubleshoot, escalate as needed, coordinate repairs.
• Account and Access Management: manage user accounts across M365, Google Workspace, and other apps.
• Endpoint Management and Patching: ensure OS/app updates and security in Intune and Entra.
• Software and License Administration: manage installations and licenses, maintain inventory.
• Vendor Coordination: manage hardware/software vendors and warranty repairs.
• Documentation: maintain assets, processes, and self-service resources.
• User Enablement: train staff on collaboration tools and best practices.
• Confidentiality and Data Protection: protect staff and client data.
• Culture Contribution: engage in ERS culture initiatives and quarterly weeks.

Skills

End user support

Microsoft 365 admin

Device management

Onboarding/offboarding

Communication skills

Hybrid work

Tools

Microsoft Intune

Microsoft Entra ID

Google Workspace

Job description

Role overview

ERS is a national non-profit consulting firm that empowers school system leaders to make transformative shifts in resources, structures, and practices so that all students–especially those with the greatest learning needs and those furthest from opportunity–attend a school where they can learn and thrive.

At ERS, we embrace teamwork and innovation to influence sustainable, equitable change in some of the country’s largest school districts.

If you want to join a team of talented and committed professionals within a mission-driven, fast-paced organization, this is the place for you!

The IT Endpoint & Support Specialist owns the technology our staff use every day: laptops, software, and the accounts behind them. You will manage our fleet of Windows devices from purchase through retirement, handle the technology side of onboarding and offboarding in partnership with our People team, and serve as the front-line contact for hardware, software, and access requests. The IT Endpoint & Support Specialist reports to the Associate Director of Technology.

Who should apply

You have a strong IT foundation, a growth mindset, and a genuine interest in developing deep expertise in endpoint management, device security, and IT operations. You're energized by identifying problems, creating solutions, and leading projects that improve the technology experience of team members, whether through process improvements, training programs, asset management, or innovative uses of AI.

The starting salary for this role is between $72,000 to $80,000 annually.

In modeling our commitment to openness and transparency, we want candidates to understand that this range reflects expected starting pay rather than the full salary band for the role. This is to create opportunities for team members to earn raises throughout their tenure in the role.

What you’ll do

A successful IT Endpoint & Support Specialist is an organized and service-oriented professional who can seamlessly manage device operations, staff transitions, procurement activities, and renewal schedules while delivering responsive and professional support as the primary point of contact for the Technology Team.

Specific responsibilities include:

• Device Fleet Management: Manage the full lifecycle of the Windows laptop fleet, including deployment, configuration, tracking, and retirement. Maintain accurate asset records and partner with the Associate Director of Technology to develop and oversee the hardware refresh and replacement program.
• Onboarding and Offboarding: Partner with the People team to set up accounts, devices, and software access for new hires, support internal transitions, and run a clean, secure separation process when staff depart.
• End User Support: Act as the primary point of contact for hardware, software, and access requests for both onsite and remote employees. Troubleshoot and resolve laptop and application issues, **escalate** infrastructure and security concerns as needed, and coordinate warranty claims and device repairs.
• Account and Access Management: Create, modify, and disable user accounts and manage permissions and group membership across Microsoft 365, Google Workspace, and other business applications.
• Endpoint Management and Patching: Partner with the Systems Administrator and Associate Director of Technology to manage device compliance, configuration, and security in Intune and Entra, and ensure operating systems and applications remain current.
• Software and License Administration: Manage software requests, installations, and license assignments, and maintain accurate software inventory and usage records.
• Vendor Coordination: Coordinate with hardware, software, and service vendors to procure equipment, process warranty repairs, and track orders through delivery.
• Documentation: Maintain accurate documentation for assets, processes, and solutions, and develop self-service resources for common user issues.
• User Enablement: Support user adoption and effective use of Microsoft 365 and other collaboration tools through guidance, training, and best practices.
• Confidentiality and Data Protection: Maintain strict confidentiality regarding information processed, stored, or accessed by staff, and help keep company and client data secure.
• Culture Contribution: Actively engage and contribute to culture-building initiatives rooted in learning and relationship-building, including quarterly ERS weeks.

Other duties as assigned to embrace teamwork, service, and learning.

What you’ll bring

Experience managing Windows devices with Microsoft Intune is preferred, but we don't expect you to arrive as an expert. What matters most is some exposure to device management and a genuine interest in and learning mindset about endpoint management in depth. This role offers opportunities for growth. Over time, you'll own our hardware lifecycle program, influence device deployment and security practices, and have the autonomy to identify, propose, and lead technology improvement projects.

Qualifications

Meeting every preferred qualification is not required to advance in our search. These criteria are not mandatory. Alignment with our mission, values, and impact is critical.

Required

• 2-3 years of relevant IT experience, including hands-on end user and device support
• Strong organizational skills, with the ability to effectively manage device inventories, support requests, procurement activities, and competing priorities while maintaining attention to detail
• Working knowledge of Microsoft 365 administration and user account management
• Some experience with device or fleet management, preferably Windows devices and Microsoft Intune
• Excellent written and verbal communication and strong interpersonal skills across all levels of the organization, with the ability to build trust, communicate clearly with technical and non-technical audiences, and provide effective support in high-pressure situations.
• Eager to learn, and take initiative to identify needs, solve problems, take responsibility for driving work forward, and a strong desire to build deeper technical expertise.
• Ability to work effectively both independently and collaboratively, building strong relationships across teams while managing priorities in a mission-driven environment.
• Support an office-centric culture with some flexibility by adhering to a hybrid work schedule, working from our office in Watertown, MA office at least three consistent days per week

NOTE:

Must be authorized to work for an employer in the United States. We are unable to sponsor or take over sponsorship of an employment visa; this includes (STEM) OPT, as it will require sponsorship in the future.

Preferred

• Experience with Microsoft Entra ID, Microsoft Defender, or Salesforce administration
• Experience coordinating with hardware, software, and/or security vendors
• Experience supporting Google Workspace, Zoom, Slack, or Asana
• Interest in applying AI tools to improve IT support and operations

About ERS

We value diverse teams and the unique talents each member brings. We encourage candidates whose lived experience reflect those of the students, educators, and leaders in the districts we serve to apply.

We strive to build inclusive, empowered teams by honoring individual strengths, fostering multidirectional feedback, equipping team members with the information and support needed to contribute meaningfully, and investing in one another’s success. We see these commitments as foundational to how we work together and with our district partners as we pursue equity and excellence for all students through school system transformation.

ERS is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, ancestry, pregnancy, or military service.

Visit our website to learn more about us, including our transformative work and vibrant organizational culture.

We predominately work with large, public K-12 school districts that serve a large percentage of students from low-income families. In that light, we encourage candidates that have life experiences similar to those of the children, teachers, and leaders in the districts we serve to apply. Did you attend a school similar to those in the school districts we serve?
Note: This is not required to be considered for a role at ERS.

Have you worked in a school similar to those in the school districts we serve?
Note: This is not required to be considered for a role at ERS.

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We prioritize in-person collaboration because it strengthens relationships, inspires creativity, and supports deeper learning, ultimately maximizing our impact.

As an office-centric organization that values some flexibility, we expect team members to work from our Watertown, MA office at least three consistent days per week. Are you willing and able to meet this expectation?

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