What You’ll Accomplish:

• Provide daily end-user support for Windows, Mac, and Ubuntu platforms, addressing a range of technical issues and escalating complex problems when necessary.
• Troubleshoot hardware and network-related issues for on-site users, ensuring minimal downtime and optimal performance.
• Own IT onboarding and offboarding for all employees.
• Partner with stakeholders in Engineering and external consultants to implement new IT security tools and best practices. 
• Offer excellent troubleshooting and communication support, helping users understand and resolve technical challenges.
• Assist with user support and basic administration for tools such as Okta, Kollide and 1Password, managing access and security efficiently.
• Support our engineering team by providing assistance with key tools, including Atlassian platforms, Slack, and G-Suite administration.
• Collaborate with highly technical end-users, understanding their unique needs and delivering tailored support.
• Document processes and common issues to improve efficiency and self-service resources.

Who You Are:

• 5+ years of experience in end-user IT support, preferably in a fast-paced startup or technology environment.
• Proven experience providing support for Windows, Mac, and Ubuntu operating systems.
• Strong troubleshooting skills in both hardware and networking, with the ability to resolve issues independently.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users alike.
• Proven track record of implementing new tools and programs in IT.
• Familiarity with tools like Okta, 1Password, Atlassian platforms, Slack, and G-Suite is a plus.
• Comfortable working with highly technical end-users, adapting to their needs and problem-solving efficiently.
• A proactive, solutions-oriented mindset with a strong focus on customer service.
• Willing and able to work from our offices in Cambridge and Charlestown at least three days per week.