Senior IT Support Engineer

Source One is a consulting services company and we’re currently looking for the following individual to work as a consultant to a robotics company in Cambridge, MA. Title: Senior IT Support Engineer (Contract) Location: Cambridge, MA (onsite - 5 days/week) Pay Rate: $55-$65/hour (W-2) Duration: 12-month contract Schedule: Full-Time, Monday -Friday About the Role: Our client, a fast-growing AI robotics company, is seeking a Senior IT Support Engineer to own and elevate the end-user IT experience across the organization. This hands-on role will be responsible for onboarding/offboarding, device lifecycle management, identity and access administration, conference room technology, and Tier 1/2 support. The ideal candidate is highly organized, customer-focused, technically versatile, and thrives in a fast-paced startup environment. You'll work closely with engineering, product, and research teams while helping build scalable IT processes from the ground up. Key Responsibilities: User Lifecycle Management • Own end-to-end onboarding and offboarding processes • Provision devices, accounts, and system access for new hires • Manage hardware recovery, secure deprovisioning, and account removal • Continuously improve onboarding and offboarding workflows End-User Support • Provide Tier 1/2 support across: Linux, macOS, Windows, iOS, Android • Troubleshoot devices, productivity tools, connectivity issues, and user accounts • Maintain excellent customer service and SLA performance Device & Asset Management • Procure, image, configure, ship, and track hardware • Manage inventory, refresh cycles, MDM enrollment, and secure disposal • Administer device policies and software deployment Conference Room & Workplace Technology • Support A/V and conference room systems • Troubleshoot meeting technology issues • Coordinate room buildouts and vendor relationships IT Operations & Process Improvement • Maintain documentation, runbooks, and knowledge base content • Manage ticket queues and reporting within ITSM platforms • Identify opportunities for automation and operational improvements • Collaborate with infrastructure, networking, security, and identity management teams Required Qualifications: • 5+ years of progressive IT Support or End-User Support experience • Experience supporting Linux, macOS, and Windows environments • Mobile device support experience (iOS and Android) • Experience with MDM platforms such as Jamf, Intune, JumpCloud, Fleet • Experience administering identity platforms such as Okta, JumpCloud, Microsoft Entra ID (Azure AD) • Google Workspace administration experience • Experience with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice • Experience with virtualization platforms (VMware, Proxmox, etc.) • Strong understanding of DHCP, DNS, VLANs, VPNs, Wi-Fi networking, Basic firewall concepts • Basic scripting experience using Bash, PowerShell, or Python • Strong written and verbal communication skills Preferred Qualifications: • Experience supporting engineering, robotics, AI, or ML teams • Cisco Meraki and Fortigate administration • Conference room technologies Logitech, Neat, Crestron, Poly, Zoom Rooms, Google Meet, Pexip • CrowdStrike or similar EDR platforms • Basic AWS experience (IAM, EC2, S3) • Infrastructure-as-Code experience Terraform, Pulumi, Ansible • Tailscale or Zero Trust networking solutions • Experience supporting SOC 2 or ISO 27001 environments • Startup or high-growth company experience • Familiarity with AI tools such as ChatGPT, Claude, or Gemini