Jr. IT Manager

We are looking for an experienced Junior IT Manager to join Thought Industries to ensure all our IT needs are met as we continue to build the future of our SaaS Learning Management Platform. In this role, you would be responsible for coordinating, planning, and leading computer-related activities in our organization, work closely with our outsourced IT partner, Electric, as well as help us stay ahead of our evolving IT needs and systems requirements. This is a full-time Boston HQ based position open to U.S. applicants. 
Key attributes for success 

• Ready to work in a fast-paced startup environment with on-site and remote workers
• Self-starter with an eye towards detecting and resolving issues quickly
• Ask targeted questions to diagnose problems and operate in a manner to test alternative pathways until the issue is resolved 
• Guide employees with simple, step-by-step instructions
• Document technical issues and solutions in logs
• Follow up with users to ensure the issue is resolved
• Report customer feedback and potential product requests
• Help create technical documentation, knowledge base and manuals

Job Duties 

• Configure, manage, and provision access to products used internally across Thought Industries
• Provision and deploy new laptops to Thought Industries employees
• Lead initial onboard process, including ensuring understanding of password policies, initial how-to-use communication tools including Slack, G-Suite, etc.
• Provide ongoing IT support for Thought Industries employees and their workstations
• Maintain asset management, and access management lists
• Develop and support consistent employee on-boarding and off-boarding process
• Maintain office access control system (OpenPath), and provision access for employees and visitors
• Integrate new software tools into SSO (single sign-on) solution.
• Coordinate with Information Security to ensure compliance with risk management and security policies
• Create and maintain proper documentation including run books, FAQ/Self-Service documentation, and support documentation as needed 
• Provide front-line IT support for local and remote employees
• Manage and support voice and video conference services, including company-wide meetings 

Skill Requirements

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Mac OS environments
• Working knowledge of workstation/configuration management tools such as Jamf in a mixed (primarily Mac) environment
• Working knowledge of directory management/identity management solutions such as Okta (preferred)
• Working knowledge of video conference solutions, Zoom preferred
• Working knowledge of messaging platforms (G-Suite and Slack preferred)
• Knowledge of network security practices and anti-virus programs (Sophos preferred)
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Information Security background a plus
• Related IT certifications such as CompTIA A+ or Apple Certified Support Professional (ACSP) along with an Associate's Degree