Senior IT Support Analyst

About the role

The role delivers hands-on technical leadership for the Boston office. The position bridges advanced endpoint, network, and conferencing operations for a CUI environment. Success directly enables engineering and operational teams that improve airspace safety.

Security professionals protect systems, data, and users. They review code, run tests, monitor threats, and respond to incidents. The field spans application security, infrastructure security, and governance. Security work is careful, evidence based, and constantly evolving. Security teams work in a landscape of constant change, with new threats and new rules every year. Most companies invest heavily in training and tooling for their teams.

Key facts

What you'll do

Complex hardware, software, operating system, and connectivity issues are resolved for the Boston office by a senior on-site technical resource.

Endpoint problems across macOS and Windows are diagnosed and fixed through the MDM to uphold device configuration and policy standards.

Video teleconferencing equipment for approximately 21 conference rooms and phone booths is stood up, configured, and maintained to remain meeting-ready.

Corporate VPN connectivity and mobile devices running iOS and Android are supported to sustain secure remote access.

Partnership with vendors is maintained during the Boston office build-out to ensure equipment complies with CUI and TAA requirements.

Endpoint compliance controls such as disk encryption, EDR, and MDM-enforced baselines are enforced to meet CUI environment standards.

Requirements

Five or more years of hands-on IT support experience is required, with a record of acting as a senior escalation point and first responder.

Advanced macOS troubleshooting skills are necessary, along with strong Windows troubleshooting capability in a mixed-OS fleet.

Endpoint issues are diagnosed and resolved through an MDM such as Intune, Jamf, or Kandji, without requiring MDM administration rights.

Corporate VPN support experience is required, with familiarity with Jamf Security Cloud or Zscater viewed as advantageous.

Basic understanding of network topology involving network closets, IT/network racks, and cable patching must be demonstrated.

Multi-AP wireless environment operation experience is necessary for reliable connectivity across the office.

Video teleconferencing equipment management for Zoom Rooms or Teams Rooms is required to keep meeting infrastructure reliable.

Support for iOS and Android mobile devices is required to maintain secure and functional user endpoints.

Working within NIST 800-171 / CMMC-style controls is required to ensure compliance in a CUI environment.

A bias for action in an ambiguous, fast-scaling environment is required, with prior startup experience strongly preferred.

Strong communication and a service-oriented mindset are required, with the ability to mentor and develop junior support staff.

Practical notes

US work authorization is required, and the role is based in Boston.

The position operates in a CUI environment and involves work with government-impact customers and strict compliance standards.

Typical interview steps

Security interviews usually include a technical assessment, a threat modeling exercise, and behavioral rounds. Candidates may be asked to review a code sample for vulnerabilities or design a secure system. Practical knowledge and clear risk communication are the core skills. Interviewers often ask how you triage and communicate risk. Showing calm judgment under pressure matters as much as technical depth.

Career growth

Security careers grow from analyst or engineer to senior, staff, and leadership roles. Specializations include cloud security, application security, and security operations. Certifications help early; demonstrated impact matters later. Security careers reward specialization and a track record of finding and fixing real issues. Written communication of risk is a core skill at senior levels.

Questions to ask

Good questions to ask the employer in the interview: what does success look like in the first six months, how is the team structured, what is the current biggest challenge, and how are decisions made. Asking about growth paths and the review process is also well received. Employers expect questions, and good ones show preparation.