IT Support Engineer (AI)

Location: Somerville, MA, United States; hybrid work with office attendance 3+ days per week.

Company

hirify.global is an AI-native, cloud-native, no-code platform company helping industrial companies build composable connected applications for frontline operations and digital transformation.

What you will do

• Serve as the key on-site IT support contact at the Somerville headquarters, resolving hardware, software, network, and A/V issues.
• Triage IT requests through tickets and chat, independently resolving Tier 1 and Tier 2 issues and escalating when needed.
• Support macOS, Windows, and Linux endpoints, productivity platforms, and office technology.
• Manage SaaS accounts and permissions, including onboarding, offboarding, equipment setup, access provisioning, account decommissioning, and periodic access reviews.
• Manage the Somerville IT asset inventory and device lifecycle from procurement and tracking through refresh and recycling.
• Create support documentation, knowledge-base articles, and runbooks, turning recurring issues into systemic fixes.

Requirements

• 1–3+ years of experience in an IT support or helpdesk role.
• Proficiency with macOS, Windows, and Linux, plus a basic understanding of networking, Wi-Fi, and office hardware.
• Familiarity with SaaS platforms including Google Workspace, Atlassian, 1Password, and Slack.
• Active use of AI tools for troubleshooting, documentation, and automating repetitive tasks.
• IT security awareness.
• Bachelor’s degree or equivalent working experience.
• Service-oriented communication with technical and non-technical colleagues, root-cause problem solving, and accurate system, documentation, and asset-record maintenance.

Nice to have

• Compliance experience.
• Experience with device management platforms such as Kandji or Iru.
• Scripting or automation experience.
• Experience in a high-growth startup.

Culture & Benefits

• Hybrid work environment with a flexible work schedule and an inclusive, dog-friendly office.
• Health, dental, vision, disability, life, AD&D, FSA, commuter, parental-leave, and 401(k) benefits.
• Company equity, unlimited vacation, fitness subsidies, and a Learning & Development program.
• Virtual company events and happy hours, with emphasis on diversity, personal well-being, and family support.