Senior IT Support Specialist
$82,000–$90,000 year
On-siteQuincy, Massachusetts, United States
Job Summary
Receive and resolve escalated Level 2 incidents across Windows OS, Microsoft 365, networking, and application layers with full accountability. Administer NinjaOne, Microsoft Intune, and Active Directory while troubleshooting VDI environments and business applications like Salesforce. Lead root cause analysis on recurring issues, develop Freshservice documentation, and mentor Tier 1 staff through complex escalations. Monitor Veeam backups and infrastructure health, manage asset lifecycles, and coordinate with vendor teams for handoffs. This role bridges frontline service desk operations with infrastructure and security teams at XS Brokers Insurance Agency, requiring 3–5 years of experience and a Bachelor's degree.
Required Qualifications
- Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience with demonstrated progression)
- 3–5 years of IT support experience with clear advancement from basic to complex technical work
- Proficient in Windows OS, Microsoft 365, and Active Directory/Entra ID administration
- Hands-on experience with NinjaOne (RMM) and Freshservice or an equivalent ITSM platform
- Demonstrated experience with Microsoft Intune for endpoint management and policy administration
- Working knowledge of FortiClient/FortiSASE VPN configuration and end-user troubleshooting
- Experience supporting Virtual Desktop Infrastructure (VDI) environments
- Familiarity with Veeam or equivalent backup platform at an operational monitoring level
- Working understanding of ITIL-aligned processes: Incident, Problem, and Change Management
Desired Qualifications
- CompTIA Network+, Microsoft 365 Certified (MD-102 or equivalent), or similar certification
- ITIL Foundation certification
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