Lead IT Support Admin/Desktop Support with Mac and JAMF -at Somerville, MA

About Infinite:

Infinite is a global leader in digital engineering and IT services, with over 20 years of experience driving digital transformation. We partner with leading Fortune 1000 companies to deliver innovative, scalable technology solutions that accelerate business outcomes.

With deep expertise in telecommunications, healthcare, banking, and finance, Infinite helps organizations optimize and modernize their technology landscapes to achieve long-term growth and efficiency.

Job Description:

The Onsite IT Technical Support Lead is responsible for overseeing day-to-day technical support operations at the local site, ensuring timely resolution of IT issues, and delivering a high level of customer service to employees. This role acts as the senior technical resource on-site, provides hands-on support, coordinates with centralized IT teams, and helps maintain the reliability and security of all systems, hardware, and infrastructure.

Key Responsibilities Technical Support & Troubleshooting

• Serve as the primary escalation point for hardware, and software issues and troubleshooting
• Provide hands-on support for desktops, laptops, printers, and peripherals.
• Troubleshoot issues related to operating systems, enterprise applications, and local network connectivity.
• Ensure rapid response to critical system outages and user-impacting incidents.

Team Leadership & Coordination

• Lead the onsite support team, providing guidance, task assignments, and performance feedback.
• Oversee ticket workflow to ensure timely resolution and compliance with SLAs.
• Coordinate with remote IT teams (infrastructure, security, network, application support) for escalated issues.

Operations & Maintenance

• Manage onsite hardware inventory, asset tracking, and equipment lifecycle management.
• Oversee workstation deployment, imaging, patching, and configuration.
• Conduct routine maintenance on local servers, network equipment, and meeting room technology (as applicable).
• Support onboarding/offboarding processes, including account setups and hardware provisioning.

Project & Process Support

• Assist in planning and executing local IT projects such as hardware refreshes, , and system rollouts.
• Identify areas for improvement in processes, workflows, and documentation.
• Help develop and maintain technical documentation, knowledge base articles, and standard operating procedures.

Customer Service & Communication

• Maintain strong relationships with end users and department leaders.
• Clearly communicate technical details in user-friendly language.
• Provide regular status updates on ongoing issues and project progress.

Qualifications Required

• 5 years of IT support experience, with at least 1 2 years in a lead or senior technician role.
• Strong knowledge of Windows and macOS environments.
• Experience with hardware troubleshooting, imaging tools, and endpoint management systems (e.g., Intune, SCCM, Jamf).
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Work Environment

• Full-time onsite role supporting employees at a single building.
• Occasional off-hours support for maintenance windows or critical incidents.
• May require light physical work (lifting equipment up to ~40 lbs, moving desktops/monitors).