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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Support Specialist - **Company:** Magellan Jets - **Location:** Quincy, MA, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, JIRA, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Network Troubleshooting, Networking Basics, Anti-Phishing, Zero Trust Network Access, Software Deployment, Virtual Local Area Networks, Wireless Access Point, Wi-Fi Technology, Okta, Apple Business Manager, Cloudflare, Casper Suite, Claude, CIS Benchmarks, User Accounts - **Published:** October 26, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9b709f0822856c6c ## About the Role * 3 to 5 years of IT support or systems administration experience, Mac-centric environments preferred * Working knowledge of Okta or a comparable identity provider, including SSO and SCIM provisioning concepts * Working knowledge of Apple MDM (Mosyle, Jamf, or comparable) and Apple Business Manager * Microsoft 365 and Entra administration fundamentals * Familiarity with Zero Trust access tools (Cloudflare One or comparable), password managers, and ticketing systems such as Jira * Basic networking (DHCP, DNS, WiFi, VLAN concepts) sufficient to troubleshoot and escalate Skills: * Skills to diagnose and resolve hardware, software, and network issues effectively * Strong skills in delivering day-to-day technical support to end users * Ability to scope and run a project independently: plan, dates, metrics, and status reporting, with decisions made from data (for example, fleet analysis from MDM exports) * Proficiency in communicating technical information clearly and effectively to non-technical users * Skills in working collaboratively with IT teams and other departments to implement improvements * Strong skills to create and maintain clear and concise documentation for IT processes and user guides Abilities: * Delivers friendly, patient support and makes sure every user leaves with their issue resolved * Takes ownership of work from start to finish and flags changes in scope or roadblocks as soon as they come up * Picks up new tools and processes quickly as our systems evolve * Troubleshoots methodically, gets to the root of a problem, and suggests practical fixes * Stays accurate and organized when managing user accounts, permissions, devices, and documentation * Juggles multiple requests at once and knows which ones need attention first * Works independently as the go-to onsite IT person when the IT Manager is remote or unavailable ## Description Reporting directly to the IT Manager, this position owns day-to-day IT support and the device and identity lifecycle for approximately 140 end users across the Quincy headquarters and remote staff, in a Mac and iPhone environment. The role is the primary owner of the helpdesk queue, the hands-on administrator for endpoint management, identity provisioning, and onboarding and offboarding, and it carries scoped projects end to end from plan through delivery., As the Senior IT Support Specialist, you will do the following: * Own the IT helpdesk queue: triage, resolve, and route requests through the helpdesk form and Jira, keep ticket assignment accurate, and report on volume and resolution time * Provide day-to-day technical support for end users, troubleshooting hardware, software, and network issues in a MacBook and iPhone environment, onsite and remote * Assist with endpoint management in Mosyle MDM, including enrollment, profiles, policies, software deployment, and security baselines, and own the device lifecycle from procurement and staging through refresh, collection, and disposal * Assist with identity and access in Okta as secondary administrator: user lifecycle, group and application assignment, SSO and SCIM provisioning for integrated applications, and periodic access reviews * Execute standardized onboarding and offboarding end to end, including account provisioning and deprovisioning, device preparation and return, and verification that automation (SCIM, MDM) completed correctly * Support the security program: respond to phishing reports and security alerts following the incident response playbook, deploy installation and endpoint policies, support Cloudflare Zero Trust (WARP) enrollment and troubleshooting, and support security awareness training operations in Mimecast Engage * Administer and support core platforms, including Microsoft 365 and Entra, 1Password, RingCentral, and Claude, covering access requests, deployments, and user guidance * Support office technology and AV: conference rooms, displays and signage, docking stations and peripherals, and basic network troubleshooting on UniFi in coordination with the IT Manager * Own scoped projects end to end: define the plan, selection criteria, timeline, and metrics, flag scope changes and blockers early, and report status (examples: device refresh, MDM consolidation, helpdesk tooling enhancements) * Maintain documentation: runbooks, trackers, knowledge base articles, and the helpdesk tooling (IT Support Request form and My Tickets page) * Communicate effectively with users to understand and resolve technical issues while delivering excellent customer service * Collaborate with IT and other departments to identify and implement improvements to the overall IT environment, * Location: Primarily onsite at the Quincy headquarters, with one remote work-from-home day each week. Onsite presence is required for hands-on device, AV, and network work. Occasional work at the Hanscom FBO and other company locations. * Conditions: General office environment with moderate noise levels. Occasional evening or weekend work for planned maintenance windows, system cutovers, or incident response. PHYSICAL DEMANDS: * Extended periods sitting at a desk or workstation. * Occasional walking and movement between work areas (e.g., meetings, restrooms, or kitchen). * Repetitive hand and wrist movements via frequent typing and use of a mouse. * Lifting and moving IT and AV equipment up to 40 lbs, with assistance for heavier displays, and use of a step ladder for access points and wall-mounted displays. * Screen use: prolonged use of a computer screen., We believe the foundation of exceptional service begins with the best people in the business that see each interaction as an opportunity to grow a relationship. Our internal culture is felt externally by our private clients because of our alignment on our core values across the business. * Lead with Safety: Deliver the uncompromising commitment to safety * Care Deeply: Own everything you do and constantly improve