IT Support Technician V

Boston · Massachusetts-Boston · 5+ years experience · Remote · Posted Sep 21, 2026

At a glance

The IT Support Technician V is the senior-most individual contributor on the support track, handling the highest-complexity tickets and serving as the final support-level technical escalation point.
Beyond the queue, this role anchors a regional pod, manages day-to-day IT operations for the Boston site, and acts as a player-coach who sets the technical and quality bar.
This position requires working onsite out of the Boston office five days a week, Monday through Friday.

Handle highest-complexity tickets alongside L3 and L4 and maintain overall queue health by monitoring aging, stale, and unassigned tickets.
Serve as the final support-level escalation point and manage formal handoffs to Engineering with full context documented.
Act as incident commander for significant endpoint or infrastructure incidents, managing timelines, stakeholder communication, post-incident reviews, RCAs, and follow-on remediation.
Manage executive IT relationships as a single point of contact for C-suite EAs and Chiefs of Staff, including proactive device health checks and zero-downtime refresh cycles.
Pre-flight AV and technology for board meetings, all-hands, QBRs, and MBRs while maintaining strict confidentiality.
Manage day-to-day IT operations for the site, anchor a regional pod, and act as the technical escalation point and work-assigner for pod contractors.
Handle regional vendor transactions, quotes, budget input, and asset or lifecycle decisions.
Assist with regional M&A integration and end-to-end new-hire onboarding with a focus on employee success through the first 90 days.
Define and maintain the team's quality bar, championing documentation quality across internal runbooks, escalation playbooks, and incident response documentation.
Provide structured mentorship to L3 and L4, participate in hiring loops and technical interviews, and propose tooling and workflow improvements.

5+ years of IT support or end-user computing experience
Strong technical and analytical troubleshooting skills across endpoints, networking, and infrastructure
Proficiency with ServiceNow, Okta, Slack/Zoom, Google Workspace, and endpoint management platforms (Tanium, JAMF, Intune/Autopilot)
Demonstrated ownership of high-complexity tickets and escalations, including incident command, RCA documentation, and clean handoffs to Engineering
Hands-on AV skills including conference room systems, video conferencing platforms, and pre-flighting technology for meetings and events
Experience supporting executive/VIP users and coordinating with vendors on procurement and site operations