Senior Enterprise Service Technician

About the job

We are seeking a Senior Enterprise Service Technician to provide hands-on, white-glove IT support for professionals at a growing investment firm in Boston, MA. This is an onsite role focused on delivering responsive technical support across user accounts, endpoints, business applications, mobile devices, and collaboration platforms. The ideal candidate will bring strong Microsoft 365 expertise, experience with Microsoft Entra ID and Intune, and the ability to troubleshoot complex issues while maintaining a high level of service and discretion.

This is an excellent opportunity for a senior IT support professional who enjoys working in a fast-paced, high-expectation environment where customer service and technical problem-solving go hand in hand. You will support senior executives and other professionals, take ownership of issues from initial request through resolution, and help maintain secure, reliable technology across the organization. The right person is proactive, detail-oriented, and comfortable anticipating user needs, identifying root causes, and supporting technology initiatives that improve the end-user experience.

Required Skills & Experience

• 4+ years of desktop support or service desk experience, including at least 2 years in a senior support or escalation role.

• Strong experience supporting Windows 10/11 and Microsoft 365 applications.

• Experience administering Microsoft Entra ID and Active Directory, including users, groups, application assignments, MFA, and conditional access.

• Hands-on experience managing devices through Microsoft Intune, including enrollment, compliance, application deployment, and device retirement.

• Experience supporting company-issued iOS devices and mobile device management processes.

• Working knowledge of macOS troubleshooting and support.

• Experience using an ITSM ticketing platform and maintaining thorough, accurate ticket documentation.

• Strong troubleshooting and root-cause analysis skills, with a proactive approach to resolving technical issues.

• Experience providing professional, discreet, high-touch support to executives and senior stakeholders.

• Excellent communication, organizational, and customer service skills.

• Sound judgment when handling confidential information and security-related requests.

• Ability to participate in an after-hours and weekend support rotation.

Desired Skills & Experience

• Experience supporting users in financial services or another regulated industry.

• Familiarity with endpoint security, email security, phishing investigation, web filtering, and device compliance.

• Experience managing macOS devices and supporting Windows and Apple hardware in a business environment.

• Experience supporting AI productivity tools and business-specific applications or Office add-ins.

• Familiarity with email archiving and communication retention requirements.

• Experience supporting conference rooms, video conferencing, and corporate events.

• Exposure to IT migrations, hardware refreshes, application rollouts, and formal change management processes.

What You Will Be Doing

• Manage user accounts, groups, permissions, and application access across Microsoft Entra ID and Active Directory.

• Troubleshoot account lockouts, password resets, MFA issues, conditional access challenges, and other access-related requests.

• Fulfill approved access requests for applications, file shares, collaboration sites, distribution lists, and calendars.

• Investigate reported phishing attempts and suspicious sign-ins, coordinate email quarantine and web filtering requests, and resolve device compliance issues.

• Provision, configure, and troubleshoot business applications, AI productivity tools, document collaboration platforms, and finance-related Office add-ins.

• Support Microsoft Outlook, Teams, OneDrive, and other Microsoft 365 applications, escalating broader service incidents when needed.

• Manage iOS devices, including setup, upgrades, Intune enrollment, compliance, lost-device response, and secure retirement.

• Troubleshoot Windows and macOS devices, monitors, docking stations, printers, and other peripherals.

• Coordinate hardware replacements, maintain loaner and interview laptops, and keep asset inventory records up to date.

• Support employee onboarding and offboarding, including device preparation, access provisioning and removal, device recovery, wiping, and reimaging.

• Provide white-glove technical support to executives and executive assistants, including calendar delegation and live meeting assistance.

• Set up and troubleshoot conference rooms, video conferencing equipment, and firm events.

• Provide first-line network and building access support, escalating issues to infrastructure teams or Facilities when appropriate.

• Participate in technology migrations, endpoint refreshes, application rollouts, and approved system changes.

• Maintain detailed ticket records and contribute to internal documentation and knowledge base resources.

Tech Breakdown

• 25% – Microsoft 365, Outlook, Teams, OneDrive, and business application support

• 25% – Microsoft Entra ID, Active Directory, account administration, and access management

• 20% – Endpoint support, Windows/macOS troubleshooting, and Microsoft Intune

• 15% – Executive support, conference rooms, and collaboration technology

• 10% – Security, compliance, mobile device management, and email archiving

• 5% – IT documentation, asset management, and technology projects

Daily Responsibilities

• 30% – Troubleshooting end-user issues and resolving service desk escalations

• 20% – Managing user access, accounts, permissions, and application provisioning

• 20% – Supporting endpoints, mobile devices, hardware replacements, and device compliance

• 15% – Providing executive support and assisting with meetings and conference rooms

• 10% – Addressing security-related requests and supporting compliance requirements

• 5% – Updating tickets, maintaining documentation, and assisting with IT projects

The Offer

• Full-time, onsite opportunity based in Boston, MA.

• Hands-on role supporting professionals in a high-expectation business environment.

• Opportunity to work across Microsoft 365, endpoint management, identity and access management, and enterprise applications.

• Exposure to security, compliance, and technology improvement initiatives.

• Participation in an after-hours and weekend support rotation.

• Occasional travel between company offices.

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.