Desktop Support

Tracker-RMS; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical plans

401(k) savings

Life and disability insurance

Paid sick time

Job summary

Overture Partners, LLC is seeking a Desktop Support specialist to install, maintain, and troubleshoot classroom and event technology. The role emphasizes hands-on AV, Windows/Mac support, and education technology, with a focus on high‑priority events and staff training.

You will act as a technical resource, support junior technicians, and help evaluate new educational technologies to enhance teaching and campus operations. Onsite position with strong customer service expectations.

Qualifications

• Advanced experience installing, maintaining, repairing, and troubleshooting audiovisual and classroom tech.
• Strong understanding of projection systems, displays, audio, control and switching equipment.
• Hands-on support for Windows and Mac environments, including imaging and config.
• Familiarity with LMS, lecture capture, digital signage, video streaming, and audience response tech.
• Experience contributing to tech installations, upgrades, testing, and project coordination.
• Ability to deliver professional support to faculty, staff, students and senior stakeholders.
• Experience creating technical documentation, SOPs, and user training materials.
• Ability to mentor junior technicians and coordinate student employees.

Responsibilities

• Install, configure, maintain, repair and troubleshoot audiovisual and classroom systems.
• Provide advanced assistance for complex hardware/software issues via remote/home/onsite support.
• Deliver support for high-profile events, ensuring reliable operation of tech.
• Participate in system installations, upgrades, and platform implementations.
• Evaluate new educational technologies and communicate requirements to stakeholders.
• Develop training materials and documentation; deliver user training.
• Back up application administration and manage user config and integration tasks.
• Serve as subject-matter expert and mentor for junior staff.
• Coordinate student employees and ensure consistent service delivery.

Skills

Advanced technical support

A/V technology expertise

Windows & Mac support

LMS & lecture capture

Technical project coordination

Customer service

Training & documentation

Technical leadership

Tools

Windows

MacOS

Lecture capture platforms

Video streaming

Digital signage

Job description

Desktop Support

Job Overview

An immediate opportunity is available for an experienced Learning & Event Technology Specialist II to provide advanced technical support, installation, maintenance, and troubleshooting for classroom, audiovisual, and educational technology systems. This is an onsite position requiring strong hands-on experience with audiovisual equipment, computer hardware and software, lecture capture, video streaming, and classroom technology. Candidates with demonstrated technical troubleshooting abilities, excellent customer service skills, and experience supporting complex educational or event technology environments will be best positioned to secure an interview.

The successful candidate will serve as a technical resource, support high-priority events, mentor junior technicians, and help implement emerging technologies that enhance teaching, learning, and campus operations.

Must Haves

• Advanced Technical Support Experience: Demonstrated experience installing, maintaining, repairing, and troubleshooting complex audiovisual, classroom, presentation, and computer technology systems.
• Audio/Visual Technology Expertise: Strong understanding of projection systems, displays, audio equipment, control systems, switching equipment, sound reinforcement, video recording, and production technologies.
• Computer Hardware and Software: Hands-on experience supporting Windows and Mac environments, including hardware configurations, software installations, operating system imaging, and troubleshooting.
• Educational Technology Knowledge: Familiarity with learning management systems (LMS), lecture capture platforms, digital signage, video streaming, webcasting, and audience response technologies.
• Technical Project Participation: Experience contributing to technology installations, system upgrades, application implementations, testing, and technical project coordination.
• Customer Service and Troubleshooting: Ability to independently assess technical issues, prioritize competing service requests, and provide professional support to faculty, staff, students, and senior-level stakeholders.
• Training and Documentation: Experience developing technical documentation, operating procedures, instructional materials, and delivering technology training to users and technical colleagues.
• Technical Leadership and Mentorship: Ability to serve as a subject matter expert, guide junior technicians, coordinate student employees, and provide technical direction during service delivery.

What the Client Needs You to Do

The organization needs a technically skilled professional who can ensure reliable operation of classroom, meeting, and event technology while providing advanced support to the campus community. You will troubleshoot complex technical issues, support installations and upgrades, evaluate emerging educational technologies, and help maintain high service standards across multiple technology environments.

You will also act as a technical resource for junior team members, contribute to training and documentation initiatives, and participate in service and platform administration activities. The role requires someone who can work independently, respond effectively to urgent situations, and maintain a strong customer-focused approach.

Key outcomes include:

• Maintaining reliable classroom, meeting, and event technology systems.
• Delivering responsive technical support for high-priority events and daily operations.
• Supporting technology upgrades, installations, testing, and implementation.
• Developing technical documentation and training resources.
• Mentoring junior specialists and supporting student employee development.
• Evaluating emerging educational technologies and recommending improvements.

Key Responsibilities

• Support Classroom and Event Technology: Install, configure, maintain, repair, and troubleshoot audiovisual systems, computers, projection equipment, displays, lecture capture platforms, video streaming solutions, and presentation technologies.
• Provide Advanced Technical Assistance: Resolve complex hardware and software issues through remote support, phone assistance, email, walk-in services, bench repairs, and onsite troubleshooting.
• Support High-Profile Events: Deliver technical assistance for important meetings, presentations, classroom activities, and special events, ensuring systems operate reliably and efficiently.
• Participate in Technology Projects: Contribute to system installations, upgrades, platform implementations, and emerging technology initiatives. Collaborate with technical teams on equipment configurations and deployment planning.
• Evaluate New Technologies: Research, test and recommend educational and presentation technologies. Identify compatibility concerns and communicate technical requirements and recommendations to stakeholders.
• Develop Training and Documentation: Create written guides, video tutorials, operating instructions, and standard procedures. Deliver training programs for users, junior technicians, and student employees.
• Support Application Administration: Serve as a backup administrator for assigned technology services. Assist with application configuration, maintenance, troubleshooting, system integrations, user management and service updates.
• Provide Subject Matter Expertise: Act as a technical escalation resource for one or more specialized technology areas. Establish best practices and provide guidance to internal teams and end users.
• Mentor Junior Technical Staff: Support the development of entry-level specialists through technical guidance, troubleshooting assistance, knowledge sharing, and customer service coaching.
• Coordinate Student Employees: Assign and monitor student employee activities, review work quality, document performance, and collaborate with management on performance-related concerns.
• Maintain Technical Standards: Collaborate with internal technology teams to ensure consistent system configurations, installation practices, documentation, and service delivery standards.

W2 employees of Overture Partners who work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), 401(k) starting on day one, a variety of voluntary benefits including life and disability insurance, and sick time if required by law in the worked-in state/locality.
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