IT Support Analyst

Job Description:

The IT Support Analyst is responsible for delivering advanced end-user and organizational support. By partnering with end-users and technology groups, the Analyst ensures all incidents are reviewed, resolved, and reported back within the promised SLAs. The Support Analyst is also responsible for obtaining and disseminating advanced knowledge of internal systems and procedures relating to security, applications, hardware and infrastructure.

Responsibilities:

• Monitor incoming support calls and ticket queues to ensure timely response and compliance with service delivery standards.
• Proactively escalate issues to process or system owners and management to drive efficient resolution.
• Collaborate with cross-functional IT teams including Applications, Infrastructure, and Security to troubleshoot, resolve issues, and gather critical information.
• Manage user accounts, permissions, and passwords in systems such as Active Directory, Okta, Google Workspace, and other enterprise tools.
• Diagnose and resolve hardware and software issues promptly through phone, email, remote access, or in person.
• Assist with IT asset management, including inventory tracking and equipment lifecycle management.
• Ensure compliance with IT policies, security standards, and data protection guidelines.
• Document all support interactions and resolutions within the IT service management (ITSM) system.
• Mentors and encourages other team members while supporting their efforts. Ability to effectively train colleagues on systems, process and workflow.
• Can comfortably interface with vendors with respect to account relationships and support.
• Participate in system upgrades, rollouts, and maintenance projects.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 3–5 years of experience in IT support, service desk, or similar role
• Strong knowledge of Windows and/or macOS operating systems. ➢ Familiarity with Microsoft 365, Google Workspace, Zoom, and Asset Management Tools (e.g., JAMF, Automox).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing systems (e.g., Jira).
• Knowledge of cybersecurity best practices and endpoint protection tools.
• Excellent problem-solving and analytical abilities.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Customer-oriented mindset with attention to detail.
• Team player with a proactive approach to learning new technologies.
• A willingness to adapt and be audience focused, with a curious mindset and a commitment to creating an inclusive work environment

Preferred Certifications (Optional):

• CompTIA A , Network , or Security
• Microsoft Certified: Modern Desktop Administrator Associate ➢ ITIL Foundation Certification

The BGMP 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 - $90,000.

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.