IT Support

• Provide day-to-day technical support to end users
• Troubleshoot and resolve hardware, software, connectivity, and access-related issues
• Log, track, prioritize, and resolve incidents and service requests in Freshservice
• Install, configure, maintain, and troubleshoot desktops, laptops, operating systems, desktop software, and enterprise applications
• Support Windows 11, Microsoft 365, Slack, Microsoft Teams, GlobalProtect VPN, Adobe Acrobat, system patches, antivirus software, file and print sharing, Wi-Fi, and LAN/WAN connectivity
• Set up, maintain, and troubleshoot conference rooms and shared technology systems
• Collaborate with IT team members and escalate complex technical issues as appropriate
• Support new-hire onboarding, including account creation, equipment and phone provisioning, application setup and training, and IT orientation
• Support employee offboarding, including account access changes and equipment recovery
• Perform basic user account and group administration in Active Directory and Microsoft Entra ID
• Maintain workstations, audit systems and software, and support hardware lifecycle management
• Maintain IT asset inventory and coordinate equipment delivery, deployment, and return
• Follow IT security, access-control, and data-protection practices
• Participate in IT projects and technology initiatives
• Contribute to knowledge sharing, documentation, and continuous improvement of IT support processes

Help Desk Technician

• Identify customer AI and enterprise workload opportunities with sales teams
• Ensure customer success through Akamai cloud, delivery, and security adoption
• Facilitate design and implementation of Akamai Edge, Compute, and Security solutions, APIs, and architectures for advanced AI workloads
• Guide customers in selecting suitable AI frameworks, tools, and technologies
• Collaborate with data scientists, engineers, developers, and stakeholders on AI solution implementation and performance
• Advocate emerging trends and shape product roadmaps with Product Management and R&D
• Provide technical thought leadership and educate peers on best practices and technology trends
• Establish technical thought leadership in AI and cloud/edge computing
• Partner with Product Management and R&D to develop future product direction and strategy

Senior Enterprise Architect

• Lead and oversee the help desk team, including field services technicians and technical support analysts.
• Oversee customer services and ensure timely response and resolution of technical issues and requests.
• Supervise and manage the help desk team, including hiring, training, and performance monitoring.
• Ensure technical issues are resolved effectively and within SLAs.
• Monitor help desk performance metrics and customer feedback.
• Develop and implement help desk policies and procedures.
• Collaborate with other departments to identify and implement technical solutions for customer needs.
• Analyze call center data and prepare reports for upper management.
• Evaluate staff effectiveness and performance annually or ad hoc.
• Prepare work schedules to ensure sufficient coverage, including holiday coverage.
• Stay current with help desk trends and technologies.
• Maintain a problem-solving attitude and enhance client satisfaction through efficient issue resolution, timely ticket response, and rapid call handling.
• Perform other duties as assigned.

Help Desk Manager

• Set the technology blueprint and strategy for platforms linked to business strategies and product initiatives
• Define enterprise-wide reference architectures and roadmaps spanning ERP, integration, data, digital, and cloud platforms
• Translate business capability roadmaps into technology capability models and architectural guardrails
• Ensure alignment between enterprise architecture, security, data governance, and infrastructure strategies
• Own the definition and lifecycle management of architectural standards, including retirement of legacy patterns
• Define the target-state AI platform architecture and roadmap across enterprise platforms
• Establish reusable reference architectures and patterns for generative AI, predictive machine learning, RAG, conversational analytics, intelligent agents, and cross-application agent orchestration
• Architect the AI foundation required to move solutions from proof of concept to production
• Guide modernization initiatives using AI-enabled development methods
• Maintain currency on new technologies and IT management practices and recommend emerging technologies and methods
• Balance digital-business agility with reliable, stable, and efficient core IT functions
• Lead establishment of technology standards, principles, and guardrails for enterprise platforms, tools, applications, data, integration, and emerging technologies
• Lead technology choices and architectural trade-offs considering business objectives, financial outcomes, risk, security, scalability, and maintainability
• Establish and lead architecture review and governance processes through an architecture review board
• Partner with engineering and delivery teams on software engineering standards, code review, delivery processes, governed tools, security controls, automation, and AI capabilities
• Define architecture review criteria, evaluation frameworks, monitoring requirements, and change-control processes
• Serve as final decision authority for enterprise architecture standards, platform strategies, and cross-functional architectural decisions
• Review IT roadmaps and assess architectural needs with Product Partners and PMO
• Ensure architectural considerations, IT standards, and appropriate tools are applied to technical specifications and IT delivery
• Advise senior business and IT leaders on technology strategy, investments, and risk

Senior Manager – Enterprise Architecture

• Comprehensive management of assigned client relationships and related IT infrastructures and environments
• Ensure optimal IT performance and meet existing and future client needs
• Manage consulting engagements to achieve client satisfaction and profitability goals
• Develop technology strategies, budgets, purchasing plans, documentation, warranties, project plans, IT asset disposals, help ticket management, hands-on support, webinars/virtual training, and Google administration
• Conduct technology planning, budgeting, and implementation
• Maintain consistent client check-ins and related communications
• Attend related meetings and important client events
• Conduct user satisfaction surveys
• Coordinate incorporation of additional contracted services
• Develop partnerships with key stakeholders ranging from CEOs to end users
• Develop 1-, 3-, and 5-year technology plans for small to medium-sized businesses
• Manage IT operations at various clients
• Aid in designing technology solutions considering budget, risk, and organizational environmental factors
• Present technical information to non-technical audiences

IT Manager

• Own and administer core business systems, including identity/SSO, endpoint management, Google Workspace or Microsoft 365, and company-wide SaaS platforms
• Design, deploy, and maintain systems and infrastructure supporting a fully remote workforce
• Manage cloud-based directory services, VPN, and remote device management
• Serve as an escalation point for complex helpdesk and end-user issues
• Provide guidance and mentorship to junior IT staff
• Manage IT security fundamentals, including endpoint protection, access reviews, MFA/SSO enforcement, patch management, and security-alert response
• Administer and monitor AWS, Azure, or GCP infrastructure supporting internal IT systems
• Manage backups, uptime monitoring, and basic cloud cost hygiene
• Lead or contribute to IT projects, including tool migrations, onboarding/offboarding automation, new-hire hardware programs, and vendor evaluations
• Build and maintain PowerShell, Bash, Python, or similar automation and scripting
• Maintain documentation and runbooks for systems, processes, and incident response
• Ensure compliance with internal IT policies and support external audits such as SOC 2
• Partner with People, Security, and Engineering teams on company-wide technology needs

IT Admin II

• Own and administer core business systems, including identity/SSO, endpoint management, Google Workspace or Microsoft 365, and company-wide SaaS platforms
• Design, deploy, and maintain systems and infrastructure supporting a fully remote workforce
• Administer cloud-based directory services, VPN, and remote device management
• Escalate and resolve complex helpdesk and end-user issues
• Provide guidance and mentorship to junior IT staff
• Manage endpoint protection, access reviews, MFA/SSO enforcement, patch management, and security alerts
• Administer and monitor AWS, Azure, or GCP infrastructure, including backups, uptime monitoring, and cost hygiene
• Lead or contribute to IT projects including tool migrations, onboarding/offboarding automation, new-hire hardware programs, and vendor evaluations
• Build and maintain PowerShell, Bash, Python, or similar automation and scripting
• Maintain documentation and runbooks for systems, processes, and incident response
• Ensure compliance with internal IT policies and support external audits such as SOC 2
• Partner with People, Security, and Engineering teams on company-wide technology needs

• Lead and mature the enterprise architecture practice across solution, technical, information, application and portfolio architecture
• Develop an integrated enterprise IT strategy aligned with domain roadmaps, investment priorities, operating model needs and business outcomes
• Provide practical architecture guidance, transition plans and incremental adoption steps
• Partner with application, infrastructure, security, data and business stakeholders to define target-state architecture, platform standards and rationalization roadmaps
• Assess the application and technology landscape to reduce duplication, consolidate capabilities, retire low-value tools and optimize platforms
• Establish and evolve EA governance, standards and minimal viable architectures
• Develop current-state and future-state models, capability assessments, roadmaps and investment recommendations
• Build relationships across IT and the business through engagement, explanation and coaching
• Develop architecture talent, skills, competencies and operating practices
• Report to the Vice President, Office of the CIO

IT Support jobs in Massachusetts

Help Desk Technician

Senior Enterprise Architect

Help Desk Manager

Senior Manager – Enterprise Architecture

IT Manager

IT Admin II

IT Admin II

Senior Director – Enterprise Architecture