IT Support Engineer (Contract) Boston, Massachusetts IT Support Engineer (Contract)
Devo
Description
- Customer Service & Support: Provide technical support to global employees, resolving hardware, software, network, and SaaS issues while maintaining established SLAs.
- Application Management: Administer a portfolio of SaaS-based business applications (e.g., Google Workspace, Atlassian, Slack), ensuring optimal performance, security, and user experience.
- Endpoint & Security: Support and configure Apple macOS, iOS, Linux, and Windows clients with an elevated focus on endpoint security and MDM configuration (Kandji, VMware UEM).
- Identity & Access Management (IAM): Oversee IAM configurations to ensure secure and appropriate user access across all managed systems using Google Workspace and Okta as Identity Providers.
- Lifecycle Management: Work closely with HR Operations for new-hire onboarding, including account provisioning, laptop deployment, and hardware upgrades.
- Ticketing & Documentation: Manage incidents, requests, and changes within our ticketing system (JSM); identify and document technical problems and solutions.
- Inventory & Compliance: Maintain an up-to-date IT hardware inventory and CMDB, ensuring alignment with SOC 2 and PCI compliance objectives.
- Infrastructure Stability: Adhere to strict change control processes for all application updates and system modifications to minimize risk and maintain a stable environment.
- Vendor Collaboration: Liaise with vendors and service providers for troubleshooting, change management, and escalations.
- Works on problems of diverse scope where analysis requires evaluation of identifiable factors.
- Devises solutions based on precedent and adapts existing approaches to resolve issues.
- Works with normal to limited supervision, with work reviewed for accuracy at critical points
- Enhances relationships with internal partners across complex business lines.
- Adapts communication style to different audiences, often advising others on technical matters.
- Highly motivated to learn new technologies and leverage modern tools, including AI, to extend capabilities.
- Strong analytical thinking with a focus on documentation and knowledge management.
- Ability to thrive both independently and in a remote team dynamic within a multicultural environment.
- Strong written and verbal communication skills; able to foster collaborative relationships.
- Ability to manage multiple work streams concurrently and deliver on-time results.
- Comfortable in an informal environment where teamwork, accessibility, and pragmatism are emphasized.
- Minimum of 3–5 years of related experience in a technical service or application support role.
- Bachelor’s or Associate's degree preferred.
- Proven experience administering Google Workspace, Atlassian products (Jira, JSM, Confluence), and other enterprise SaaS solutions.
- Experience managing and deploying MDM solutions (Kandji, VMWare UEM preferred) and familiarity with IAM concepts (Okta administration is a plus).
- Proficiency in supporting macOS and Windows; efficiency in supporting Linux is highly preferred.
- ITIL, CompTIA A+, or equivalent certifications are a plus.
- This position may require up to 10% travel.
- Minimum of 4-days in-office.
- Must be local to commute to office in Boston, MA.
Devo does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.
Don’t meet every single requirement? At Devo we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
At Devo, diversity and inclusion means more than treating employees well and making them feel welcome. It is a commitment to hiring people who bring different insights because of their unique perspectives, ways of thinking, and prior experiences.
We intend to continue hiring great people and protecting our culture so everyone can be themselves and speak their minds. That way Devo will always be a place filled with purpose, energy, hard work, thoughtfulness, and respect.
To All Agencies: Please, no phone calls or emails to any employee of Devo outside of the Talent Acquisition team. Devo's policy is to only accept resumes from agencies via the Devo Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Devo and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid