Senior IT Service Desk Technician

Overview:

About Suffolk

Suffolk is a national enterprise that builds, innovates, and invests. We provide value across the entire project lifecycle through our core construction management services and complementary business lines in real estate investment, design, self-perform construction, and technology start-up investment (Suffolk Technologies). By integrating data, artificial intelligence, and advanced technology through our Seamless Platform, we connect design, construction, and operations to deliver smarter, more predictable results and redefine how America builds.

Suffolk – America’s Contractor – is a national company with more than $9 billion in annual revenue, 3,000 employees, and 17 offices, including Boston (headquarters), New York City, Miami, West Palm Beach, Tampa, Estero, Dallas, Los Angeles, San Francisco, San Diego, Las Vegas, Herndon, U.S. Virgin Islands, and other key markets. Suffolk manages some of the most complex and transformative projects in the country, serving clients across healthcare, life sciences, education, gaming, aviation, transportation, government, mission critical, and commercial sectors. Suffolk is privately held and is led by founder, chairman and CEO John Fish. Suffolk is ranked #8 on ENR’s list of “Top CM-at-Risk Contractors.” For more information, visit www.suffolk.com and follow Suffolk on Facebook, Twitter, LinkedIn, YouTube, and Instagram.

At Suffolk, we believe that our total rewards program should offer you and your family the support you need when it matters most. That’s why we have created a program that provides employees with access to a wide variety of options that can be personalized to support you and your loved ones physically, emotionally, and financially.

Benefits include, competitive salaries, auto allowances and gas cards for certain roles, access to market leading medical and emotional and mental health benefits, dental, and vision insurance plans, virtual care options for physical therapy and primary care, generous paid time off, 401k plan with employer match and access to expert financial resources, company paid and voluntary life insurance, tax deferred savings accounts, 10 backup daycare days each year, short- and long-term disability, commuter benefits and more. For more information, click here.

The Senior IT Service Desk Technician serves as a key escalation point within the Service Desk, providing advanced technical support for end‑user incidents and requests across the enterprise. This role resolves complex issues across Windows and macOS environments, mentors junior technicians, drives knowledge quality, and partners with Engineering and Operations teams to improve service delivery.

Responsibilities:

Advanced End‑User Support

• Provide Tier 2/3 support for complex hardware, software, and access issues across macOS, Windows, iOS, and standard peripherals
• Serve as a primary escalation resource for Mac-specific issues, including OS troubleshooting, device enrollment, security controls, and application support
• Diagnose and resolve advanced Microsoft 365 issues (Outlook, Teams, OneDrive, SharePoint) on both Windows and Mac platforms
• Support endpoint management activities including imaging, configuration, patching, and compliance
• Own escalated incidents through resolution, including coordination with Apple, Kandji, or third‑party vendors as required

Apple / macOS Platform Support

• Support macOS lifecycle management (new device setup, upgrades, replacements, and decommissioning)
• Troubleshoot macOS performance, profile, certificate, and application issues
• Support Apple ID, iCloud, FileVault, and macOS security features as aligned with enterprise policy
• Assist with Kandji, Intune (macOS), or equivalent MDM troubleshooting and remediation
• Support iOS/iPadOS devices used by field and executive users

Service Desk Operations

• Act as an escalation point for Service Desk technicians and applications and engineering teams.
• Ensure incidents and requests meet SLAs and quality standards for documentation and communication
• Identify recurring issues and contribute to problem management and root‑cause analysis
• Execute user onboarding/offboarding tasks (Windows, Mac, and mobile) with accuracy and compliance

Knowledge, Process & Continuous Improvement

• Create and maintain Mac‑specific and cross‑platform KB articles, runbooks, and troubleshooting guides
• Recommend service improvements based on ticket trends and platform‑specific support gaps
• Assist with rollout support for OS upgrades, device refreshes, and major platform changes

Coaching & Collaboration

• Mentor junior technicians on advanced troubleshooting, including macOS support fundamentals
• Partner with Infrastructure, Security, and Endpoint teams on escalations and platform improvements

Qualifications:

Experience

• 4–6+ years of IT Service Desk or End‑User Support experience
• Demonstrated experience supporting macOS in an enterprise environment
• Proven escalation ownership and complex troubleshooting experience

Technical Skills

• Strong knowledge of:
• - macOS (enterprise support, troubleshooting, security)
• Windows 10/11
• Microsoft 365 on Windows and Mac
• Active Directory and Azure AD / Entra ID
• ServiceNow ITSM
• Working experience with:
• - macOS device management (JAMF, Intune for macOS, or similar)
• Endpoint security and disk encryption (FileVault)
• ITSM platforms (ServiceNow preferred)

Soft Skills

• Strong customer service mindset with confidence supporting executive and technical users
• Clear, structured written documentation
• Ability to coach others and raise overall Service Desk capability

Preferred Qualifications

• Apple certifications (ACSP, ACMT)
• Microsoft Endpoint or Intune certifications
• Experience supporting mixed Windows/Mac environments in construction, engineering, or professional services

Working Conditions:

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.

EEO Statement:

Suffolk provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, pregnancy or maternity, national origin, citizenship, genetic information, disability, protected veteran, gender identity, age or any other status protected by law. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment. Suffolk will not tolerate any unlawful discrimination toward, or harassment of, applicants or employees by anyone at Suffolk, or anyone working on behalf of Suffolk.

Compensation Information:

The expected salary range for this position (Senior IT Analyst) in US-MA-Boston is between $37.50 per hour and $50.96 per hour USD. This represents the typical salary range for this position and is just one component of Suffolk’s total compensation package. Actual salaries may be based on several factors including, but not limited to, skill set, experience, education and other qualifications. Suffolk offers a comprehensive benefits package as part of its overall compensation strategy. Salary ranges may differ by geography and are reviewed regularly to reflect market trends.