Senior IT Support Analyst

Job description

About Air Space Intelligence ASI's mission-critical technology powers decision-making across aviation, defense, energy, and other critical infrastructure domains. Backed by top-tier investors including Andreessen Horowitz, Spark Capital, and Renegade Partners, ASI delivers operational decision superiority—compressing days of analysis into seconds of action. ASI is leading the way and pushing the boundaries of what’s possible. What You Will Do: As we grow our Boston headquarters into a modern workspace, we're hiring a Senior IT Support Analyst to be the hands-on technical backbone of the office. You'll own the end-to-end IT experience for our team—from advanced endpoint troubleshooting to the physical network and conferencing infrastructure that keeps the building running. Operating in a fast-paced startup environment, you'll be the senior on-site point of contact: resolving complex issues, owning onboarding and offboarding, partnering with vendors on our new-office build-out, and ensuring every endpoint and conference room meets the compliance bar required of a CUI environment. Your work will directly enable the engineers and operators building tools that improve the safety of our airspace. Responsibilities include: - Serve as the senior on-site point for complex hardware, software, OS, and connectivity issues across the Boston office. - Troubleshoot and resolve endpoint issues across macOS and Windows, working through our MDM to diagnose configuration and policy problems. - Own employee onboarding and offboarding—device provisioning, account setup, access, asset recovery, and inventory. - Manage and troubleshoot on-site network infrastructure: network closets, racks, cable patching, and a multi-AP wireless environment, in partnership with our networking vendor. - Stand up, configure, and maintain VTC/conference-room equipment across ~21 conference rooms and phone booths (Zoom Rooms / Teams Rooms), ensuring meeting-ready reliability. - Support corporate VPN connectivity and mobile devices (iOS and Android). - Partner with vendors on the Boston office build-out, ensuring all equipment is CUI/TAA compliant. - Enforce and support endpoint compliance controls (disk encryption, EDR, MDM-enforced baselines) consistent with our CUI environment. - Document procedures and build self-service resources to reduce friction and improve the team's IT experience. What We Value: - 5+ years of hands-on IT support experience, with a track record of acting as a senior escalation point as well as a first responder. - Advanced macOS troubleshooting, plus strong Windows troubleshooting; comfortable supporting a mixed-OS fleet. - Experience troubleshooting endpoints through an MDM (Intune, Jamf, or Kandji all acceptable)—you don't need to administer the MDM, but you should be able to diagnose and resolve issues through it. - Corporate VPN support experience (experience with Jamf Security Cloud or Zscaler a plus) - Basic network topology understanding with real hands-on experience: network closets, IT/network racks, and cable patching. - Experience operating in a multi-AP wireless environment. - VTC (video teleconferencing) equipment management and troubleshooting—Zoom Rooms and/or Teams Rooms. - Mobile device support across iOS and Android. - Compliance awareness in a CUI/TAA environment; willingness to work within NIST 800-171 / CMMC-style controls. - A bias for action in an ambiguous, fast-scaling environment—previous startup experience strongly preferred. - Strong communication and a service-oriented mindset; ability to mentor and level up junior support staff. - Nice to have: scripting for automation (bash/PowerShell/Python), certifications such as CompTIA A+/Network+/Security+, Apple ACMT, or Jamf, experience with iPaaS tools such as Power Automate, Zapier, N8N, experience administering Business SaaS applications such as Slack, Zoom, Linear, Notion, etc