IT Support Analyst

Lumanity

IT Support Analyst providing technical support for the company and serving as the first point of contact for IT issues. Collaborating with teams to resolve IT-related inquiries and troubleshoot systems.

Posted 7/15/2026full-timeBoston • Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support and system administration, with a strong focus on troubleshooting, incident management, and customer service. Proficient in utilizing ITIL v4 methodologies and managing a diverse range of hardware and software technologies.

Highest-signal resume keywords

ITIL V4 MethodologiesMicrosoft Windows 10/11 TroubleshootingHelpdesk Environment ExperienceActive Directory ManagementOffice 365 Administration

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Troubleshooting PC/Laptop IssuesApplication/Systems SupportPatch/Security ManagementDeployment TechnologiesAutomation with PowerShellBackup TechnologiesWired and Wireless NetworkingMicrosoft Exchange AdministrationJAMF Device ManagementIncident Management

Soft Skills

Excellent Problem Solving SkillsCustomer Service Skills

Tools & Technologies

ITSM ToolsSCCMAutoPilotVeeamEgnyteFortinet VPNMicrosoft Office ApplicationsWindows Server 2016/2019Remote ToolsGroup Policy

Industry Keywords

IT SupportSystem AdministrationAsset ManagementTechnical TroubleshootingUser Onboarding

Tech Stack

Tools & technologies

DNSITSMJamfMacOS

About the role

Key responsibilities & impact

Serve as first point of contact for IT issues across the company
Ensure all IT-related inquiries are handled in a professional and supportive manner
Troubleshoot PC/laptop related problems via phone or by using remote tools
Identify and escalate issues to the correct members of the technical team
Logging and managing incidents and service requests via the standard ITSM tools and guidelines
Follow up with customer’s status and information as problems are resolved
Work with external vendors to perform advanced troubleshooting
On-board, migrate, and off-board users according to service levels
Perform system administration for IT infrastructure by installing upgrades and regularly released patches
Ensuring hardware and software assets are recorded properly in asset registers

Requirements

What you’ll need

Degree in Computer Science or related field or 3 years equivalent work experience
1-3 years demonstrated experience using ITIL v4 methodologies preferred
Hands-on experience working within a helpdesk environment
Application/systems support experience is desirable with:
Laptops, PC’s, macOS, iPhones, Androids
AD, DFS, DNS, WSUS, Print Services
Microsoft Windows 10/11 Troubleshooting
Microsoft Office applications (Excel, Outlook, PowerPoint, Word, Teams)
Microsoft Exchange (On-Prem/365)
Microsoft Windows Server 2016/2019
Patch/Security Management (WSUS, Group Policy, Update Rings)
Deployment Technologies (SCCM/AutoPilot/In-Tune)
Wired and Wireless networking technologies
JAMF Device Management and Security
Backup technologies (Veeam, Egnyte)
Automation of AD and Exchange (PowerShell)
Fortinet VPN and Direct Access (or other remote working technologies)
Office 365 Administration
Excellent problem solving and customer service skills

Benefits

Comp & perks

Competitive salary plus bonus scheme
Medical, dental, and vision insurance options
401(k) plan with employer match
Generous amount of paid time off annually + 10 paid holidays & 2 floating holidays
Flexible spending accounts for health and dependent care
Health savings account option with employer contribution
Employee Assistance Program
Paid short-term and long-term disability coverage
Life insurance at 1.5x base salary and much more