IT Support Analyst

Job Description:

Boston Globe Media is seeking a motivated, customer-oriented IT Support Analyst with a minimum of five years of professional IT support experience. The ideal candidate will have hands-on experience supporting Microsoft Windows and macOS environments, administering Active Directory, managing Apple devices through Jamf, and supporting endpoint and email security solutions.

We are looking for a proactive individual who can work independently without direct supervision, take ownership of technical issues, and provide excellent customer service. A commitment to documentation, accurate asset management, and continued professional growth is essential.

You enjoy helping people and approach technical challenges with patience, curiosity, and resourcefulness. You take initiative, follow through on commitments, and maintain accurate records. You welcome feedback, seek opportunities to strengthen your skills, and bring a service-focused mindset to your work.

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 in accordance with company policies.

• Use Jamf to manage Apple devices, deploy applications, apply configuration profiles, and maintain device compliance.

• Support endpoint security software, troubleshoot security-related issues, and escalate 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.

Qualifications:

• A minimum of five years of professional IT support experience in a business environment.