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Sr. IT Support Specialist


Senior IT Support Specialist

Skyword is proud to be endorsed by both the analyst community and our customers year after year. Most recently, we were named the 2020 Gartner Peer Insights "Customer's Choice", ranked as a leader in Gartner's 2021 Magic Quadrant, and rated by customers as a leader or high performer across 8 categories (including content creation, distribution, experience, and freelance platform) in G2's Spring 2021 Grid® Reports. 

Skyword has an immediate opening for a hard-working, autonomous, team player to join our technology team! Skyword’s Senior IT Support Specialist is part of our technology team,  maintaining the technical components of our corporate IT environment. This entails providing first tier end-user support to our team members, regarding issues related to hardware, software, email, and networking. The Senior IT Support Specialist also drives the maintenance of our ISO27001 certification.

Primary Duties and Responsibilities:

  • Supports local & remote employees via IT Support ticketing system (JIRA), slack, email, and phone calls
  • Responsible for administration and management of all Skyword corporate applications (i.e. Google Applications, Atlassian, LastPass, MS Office, and misc. others), VPN and Active Directory
  • Troubleshoots any technical issues pertaining to end user workstations and phones/voicemail system 
  • Setup of user accounts, workstations, printers, phones, and other hardware/software
  • Manages and tracks inventory of laptops and IT supplies
  • Assist users with password and multi factor authentication issues
  • Perform maintenance of Apple devices through an MDM framework (Jamf)
  • Set up and maintain WiFi systems, office network infrastructure, badge systems
  • Work on maintaining security for network and applications
  • Responsible for all audio / visual systems
  • Performs regular employee training (hardware/software/security) sessions
  • Leads ISO27001 compliance maintenance and audits
  • Responsible for documenting and effectively communicating cloud, network, system and security configurations / architectures
  • Communicate effectively, both orally and in written form, technical information with a wide variety of individuals and groups
  • Performs beta testing, internet research, usability studies, random office tasks, and helps out with anything else that will propel the company forward


  • 3+ years of experience providing technical support in MAC OS and Linux environments
  • Experience working with Jamf and Sophos on Apple devices
  • Working knowledge of networking (LAN) technologies
  • Ability to support and administer common office applications
  • Interest in mastering information security compliance and certification processes
  • Excellent project and time management skills
  • Effective oral and written communications skills
  • Inquisitive nature and interested in learning and improving
  • Ability to work individually and as a team player
  • Capable of working effectively in high pressure, business critical situations
  • Ability to lift and move up to 25 pounds

Nice to Have:

  • Knowledge of Google Applications for Business
  • Knowledge of Jira administration
  • WordPress administration skills are a plus
  • Knowledge of ISO27001 standards and practices
  • A related Bachelor’s degree is preferred

Working Conditions

This position is located in our Boston MA office. Some limited remote work is manageable. Infrequent off-hours / on-call work is possible.

About Skyword

Founded in 2010, Skyword empowers today’s top brands to create unique content experiences that deliver customer value and drive business success. With its SaaS+ model, Skyword offers: a SaaS-based enterprise-level content marketing platform, industry-leading services, and a global community of storytellers. Today’s leading brands have created and published more than one million original stories as articles, videos, images, infographics, podcasts, and animations on Skyword360. These stories have earned Skyword customers more than two billion visits organically, and Skyword has paid its freelance creatives more than $30 million on behalf of its customers. Skyword is a privately held company headquartered in Boston, MA with offices in both Pittsburgh, PA and Washington D.C. Current investors include Rho Acceleration, Cox Media Group, Allen & Company, Progress Ventures, and American Public Media Group.



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