IT Support Engineer

Job description

Job responsibilities

• Serve as a key on-site IT support contact at Somerville HQ, resolving hardware, software, and network issues in person when remote support isn’t enough.
• Triage inbound IT requests via tickets and chat, solving Tier 1 and Tier 2 issues independently and escalating when needed.
• Support and troubleshoot endpoints (macOS, Windows, Linux), productivity platforms, and A/V equipment.
• Manage user accounts and permissions across the company’s SaaS platforms, including onboarding and offboarding (equipment setup, access provisioning, account decommissioning) and periodic access reviews.
• Maintain an accurate inventory of IT assets at Somerville HQ and support the full device lifecycle: procurement, tracking, refresh, and recycling.
• Create and update support documentation, knowledge base articles, and team runbooks so employees can self-serve, and turn recurring issues into systemic fixes rather than just closing tickets.

Job requirements

• You’re service-oriented and get real satisfaction from helping people solve their problems.
• You’re a problem solver who looks for root causes rather than treating symptoms.
• You communicate clearly with technical and non-technical colleagues, and you keep systems, documentation, and asset records tidy and up to date.
• You’re comfortable learning and using AI tools to work smarter and handle recurring issues more efficiently.
• 1-3+ years of experience in an IT support or helpdesk role
• Proficiency across macOS, Windows, and Linux, with a basic understanding of networking, Wi-Fi, and office hardware
• Familiarity with common SaaS platforms such as Google Workspace, Atlassian, 1Password, and Slack
• Actively uses AI tools as part of daily work for troubleshooting, documentation, and automating repetitive tasks