Senior IT Support Analyst – Windows, macOS & Jamf

Boston Globe Media; Boston (MA); On-site; USD 70,000 - 80,000; Full time

Job summary

Boston Globe Media seeks an IT Support Analyst to deliver frontline technical support for Windows and macOS environments, manage Active Directory, and coordinate device management via Jamf. You will troubleshoot security solutions and maintain asset records in a fast-paced newsroom-friendly setting.

Ideal candidates will bring 5+ years of professional IT support experience, strong customer service, documentation discipline, and the ability to work independently while collaborating with IT teams

Qualifications

• Five+ years of professional IT support experience in a business environment.
• Strong troubleshooting skills with Microsoft Windows and macOS.
• Hands-on experience with Active Directory administration.
• Experience using Jamf to manage and support Apple devices.
• Working knowledge of endpoint security software and email security solutions.
• Experience with IT asset management, including inventory tracking, equipment assignments, and lifecycle management.
• Demonstrated ability to produce accurate, organized technical documentation.
• Excellent customer service and communication skills, with the ability to explain technical concepts clearly to nontechnical employees.
• Ability to work independently without direct supervision while recognizing when to elevate issues.
• Strong organizational skills, attention to detail, and the ability to manage competing priorities.
• Commitment to protecting confidential information and following IT security policies.
• Eagerness to learn new technologies, expand responsibilities, and grow professionally.
• Willingness to adapt and be audience focused, with a curious mindset and a commitment to creating an inclusive work environment

Responsibilities

• Provide responsive technical support for Windows and Mac computers, applications, peripherals, and connectivity issues.
• Install, configure, troubleshoot, and maintain laptop hardware and software.
• Manage Active Directory user accounts, groups, and access permissions.
• Use Jamf to manage Apple devices, deploy applications, apply configuration profiles, and maintain device compliance.
• Support endpoint security software, troubleshoot security-related issues, and elevate potential threats appropriately.
• Support email security solutions, including spam filtering, phishing protection, message quarantine, and email delivery troubleshooting.
• Maintain accurate IT asset records, tracking equipment assignments, inventory, purchases, warranties, and lifecycle status.
• Coordinate equipment deployment, recovery, reuse, and retirement in accordance with established procedures.
• Support employee onboarding and offboarding, including equipment preparation, account setup, access removal, and equipment retrieval.
• Create and maintain documentation of technical procedures, configurations, troubleshooting steps, and support resolutions.
• Record, prioritize, and manage support requests through the IT ticketing system, keeping employees informed through resolution.
• Collaborate with IT colleagues and vendors to resolve complex issues and improve support services.
• Proactively expand technical knowledge and identify opportunities to improve processes.

Skills

IT support

Win/mac troubleshooting

AD administration

Jamf management

Endpoint security

Asset management

Documentation

Customer service

Independent work

Time management

Tools

Jamf

Active Directory

Endpoint security

Email security

IT ticketing

Job description

Boston Globe Media seeks an IT Support Analyst to deliver frontline technical support for Windows and macOS environments, manage Active Directory, and coordinate device management via Jamf. You will troubleshoot security solutions and maintain asset records in a fast-paced newsroom-friendly setting.

Ideal candidates will bring 5+ years of professional IT support experience, strong customer service, documentation discipline, and the ability to work independently while collaborating with IT teams