{"id":3288334,"url":"https://alion.io/job/rxsense-senior-it-support-analyst","title":"Senior IT Support Analyst","company":{"id":4339,"name":"RxSense","domain":"rxsense.com","url":"https://alion.io/company/rxsense","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Boston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":100000,"currency":"USD","period":"year","gross":null,"usd_annual":100000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Claude","optional":false},{"name":"Confluence","optional":false},{"name":"Copilot","optional":false},{"name":"DNS","optional":false},{"name":"GCP","optional":false},{"name":"GitHub","optional":false},{"name":"Google Workspace","optional":false},{"name":"HIPAA","optional":false},{"name":"ISO 27001","optional":false},{"name":"Jira","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"SOC 2","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"AI Agents","optional":true},{"name":"ITIL","optional":true},{"name":"LLM","optional":true},{"name":"Prompt Engineering","optional":true}],"status":"live","first_seen_at":"2026-10-26T13:40:22Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-30T07:25:52Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"We are a healthcare technology company that provides platforms and solutions to improve the management and access of cost-effective pharmacy benefits. Our technology helps enterprise and partnership clients simplify their businesses and helps consumers save on prescriptions.\nAs a leader in SaaS technology for healthcare, we offer innovative solutions with integrated intelligence on a single enterprise platform that connects the pharmacy ecosystem. With our expertise and modern, modular platform, our partners use real-time data to transform their business performance and optimize their innovative models in the marketplace.\nPosition Summary\nWe are seeking an experienced and motivated Senior IT Support Analyst to join our Boston office. This role is built for a technically well-rounded professional who can own complex, multi-system problems independently, serve as the escalation point for challenging support issues, and apply AI and automation to improve how the team operates and supports end users. You will be the primary IT presence in the Boston office-resolving advanced end-user issues, contributing to infrastructure and cloud initiatives, and actively driving tool improvements and AI integrations alongside the global IT team.\nMust be aware of and comply with all aspects of the RxSense Information Security Program and the policies contained therein. Must always understand the importance of maintaining Information Security.\nKey Responsibilities\nEnd-User & Office Support\nServe as the primary on-site IT resource for Boston office staff, delivering prompt, high-quality technical assistance in person and remotely.\nProvide dedicated on-site and remote technical support to executives and office staff, ensuring responsive, and high-quality assistance for time-sensitive needs.\nManage and own the IT support ticket queue, ensuring timely resolution in accordance with SLA targets; serve as the escalation point for complex and non-standard issues, engaging senior engineers or specialized teams only where scope requires it.\nProvision, configure, and support Windows and macOS endpoints, including laptops, desktops, printers, scanners, and mobile devices.\nSupport A/V and conferencing equipment, including video conferencing systems, microphones, and display technology for meetings and presentations.\nAssist with user account management, including password resets, MFA configuration, and access provisioning.\nManage hardware and software inventory, ensuring accurate and up-to-date asset records.\nRecover and validate assets upon employee separations.\nAssist with physical office equipment moves and workspace setup as needed.\nAdminister physical access control systems, including badge provisioning, door reader troubleshooting, and coordination with facilities for access changes.\nCloud & Systems Support\nSupport day-to-day administration tasks across AWS, Azure, and GCP environments, partnering with the systems engineering team on complex changes.\nPerform day-to-day administration of Windows 365 and Google Workspace.\nSupport identity and access management tasks across Okta, Entra ID, and Active Directory, including account lifecycle, group membership, and SSO troubleshooting.\nWrite, own, and maintain automation scripts in PowerShell and Python; manage and version all scripts and tools via GitHub.\nMaintain clear and accurate documentation for all systems, configurations, and procedures.\nLeverage AI tools (e.g., Claude, Microsoft Copilot) to accelerate automation scripting, documentation generation, and workflow improvements across IT operations.\nConduct deep-dive evaluations of current and prospective IT tools; document findings and present integration and improvement recommendations to the team.\nDevelop and deliver internal training sessions and reference materials to improve team proficiency with key platforms and AI-powered capabilities.\nNetworking & Connectivity\nSupport and perform basic configuration of office network hardware including switches, firewalls, and wireless access points; escalate complex network engineering tasks to senior network staff.\nTroubleshoot common connectivity issues across wired LAN, Wi-Fi, and VPN; identify root cause and escalate infrastructure-level problems appropriately.\nPerform cabling, patching, and physical network infrastructure tasks as required.\nCompliance & Security\nEnsure compliance with SOC1, SOC2, HIPAA, HITRUST, and ISO 27001 standards in all IT activities.\nEnforce Information Security policies and IT procedures; report suspected policy violations promptly.\nProtect all information in any form and assist with end-user security awareness and training.\nMaintain confidentiality and use sound judgment when handling technical or sensitive matters.\nDocumentation & Continuous Improvement\nDocument all support interactions and resolutions in the IT ticketing system.\nCreate and maintain end-user guides, runbooks, and process documentation.\nApply AI tools to accelerate the creation and maintenance of documentation, runbooks, and self-service knowledge base content; continuously assess output quality and accuracy.\nIdentify gaps in process or documentation and take initiative to close them.\nStay current with technology trends through ongoing training and self-development.\nContribute actively to team projects and initiatives by sharing technical knowledge, providing hands-on assistance, and helping to raise the collective capability of the IT team.\nRequired Skills & Qualifications\n3+ years of IT experience centered on end-user support, with hands-on exposure to systems administration and networking.\nProficient with Windows and macOS operating systems and enterprise endpoint management tools (Intune, JAMF).\nHands-on experience with Google Workspace, Okta, Windows 365, and Active Directory.\nWorking knowledge of AWS, Azure, and GCP for systems administration tasks; foundational understanding of cloud networking concepts (DNS, VPNs, TCP/IP, RBAC, SAML, OIDC) sufficient for troubleshooting and cross-team collaboration.\nBasic familiarity with network hardware (firewalls, managed switches, wireless access points) including routine support tasks such as port configuration, AP troubleshooting, and firmware updates.\nDemonstrated scripting proficiency in PowerShell and/or Python; ability to independently build, maintain, and document automation solutions for IT administration tasks.\nHands-on experience using AI productivity and coding tools (e.g., Claude, Microsoft Copilot, GitHub Copilot) in a professional IT context; comfort applying AI to real workflows, not just experimentation.\nExcellent communication skills with a strong customer-service orientation.\nAbility to work independently, prioritize effectively, and manage multiple responsibilities and projects in a fast-paced environment.\nStrong organizational skills and attention to detail.\nProficiency with Jira and Confluence for ticket management, documentation, and internal knowledge management.\nFamiliarity with physical access control platforms (e.g., Brivo), including badge provisioning and basic troubleshooting.\nNice to Have\nIT certifications such as CompTIA A+, Network+, AWS, Cisco, or Azure.\nITIL certification or familiarity with ITIL practices.\nExperience in regulated industries such as health tech or finance.\nFamiliarity with prompt engineering or LLM-powered workflow automation; experience building or integrating AI agents or assistants into IT processes.\nExperience with unified communications or telephony systems.\nWork Environment\nHybrid role - required to be in the Boston office a minimum of 3 days per week; must maintain a professional home office setup including reliable internet for remote work days.\nOccasional physical tasks such as moving equipment, running cables, or configuring hardware in server/network closets.\nAbility to lift and move items weighing up to 30 pounds occasionally.\nTravel required is less than 20%.\nProfessional business casual attire is required when working on-site; candidates must be comfortable presenting themselves professionally in an environment that includes executives and business stakeholders.\nSalary Range: $80,000 - $100,000\nRxSense believes that a diverse workforce is a more talented and productive workforce. As such, we are an Equal Opportunity and Affirmative Action employer. Our recruitment process is free from discriminatory hiring practices and all qualified applicants are considered for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Neither will qualified applicants be discriminated against on the basis of disability or protected veteran status. 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