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.
• 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.
• The ability to work independently without direct supervision while recognizing when to escalate issues.
• Strong organizational skills, attention to detail, and the ability to manage competing priorities.
• A commitment to protecting confidential information and following IT security policies.
• An eagerness to learn new technologies, expand responsibilities, and grow professionally.
• A willingness to adapt and be audience focused, with a curious mindset and a commitment to creating an inclusive work environment 

The Boston Globe Media office is located in downtown Boston, near Faneuil Hall and Quincy Market, and is easily accessible by MBTA and commuter rail lines. This position is based in Boston, and candidates should be based in the area or willing to move.

The annual salary for this role is $70,000 - $80,000.

This range reflects the band for this role. We are committed to fair and market-informed compensation. It is anticipated that most qualified candidates could be hired within the midpoint of the range. Compensation for the successful candidate will be informed by their particular combination of skills, experience, and qualifications. 

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

EEO Statement: At Boston Globe Media, our mission is to empower, connect, and convene our communities with independent, trusted journalism and storytelling. We know a critical part of achieving this is by having a workforce that is representative of the communities we serve. Boston Globe Media is an equal opportunity employer that welcomes candidates and colleagues of all backgrounds, experiences, perspectives, and skills.