Senior IT Support Specialist, Desktop Services

Systemstechnologyresearch; Woburn (MA); On-site; USD 82,000 - 103,000; Full time

Benefits offered by this job

Generous paid time off

Fitness reimbursement

401k with company match

Tuition reimbursement

Job summary

Systemstechnologyresearch is seeking a Senior IT Support Specialist to join their collaborative team in Woburn, Massachusetts. This role involves diagnosing and troubleshooting advanced technical issues while delivering exceptional support to local and remote staff.

The ideal candidate will have at least 5 years of enterprise IT support experience, with strong skills in both hardware and software troubleshooting, particularly for Windows and macOS environments. STR offers competitive salary options and various benefits including generous paid time off and fitness reimbursements.

Qualifications

• Minimum 5 years of enterprise IT support experience.
• Ability to obtain a security clearance.
• Advanced proficiency with Windows 10/11 and macOS.
• Strong knowledge of enterprise software and IT tools.

Responsibilities

• Diagnose, troubleshoot, and resolve hardware and software issues.
• Manage daily workload and incoming tickets.
• Document solutions in the IT knowledge base.
• Collaborate with other Enterprise IT teams.

Skills

Hardware troubleshooting

Software troubleshooting

Network troubleshooting

Active Directory administration

Customer service

Multitasking

Education

High School Diploma or equivalent

Tools

Microsoft 365

VMware

Linux distributions

Job description

STR is seeking a Senior IT Support Specialist to join our collaborative, high-performing team. Our IT specialists play a major part in our employee’s success, tackling every challenge with a positive, solution-focused mindset and resolving complex technical issues with speed and precision. This role calls for proven expertise in diagnosing and troubleshooting advanced problems, managing enterprise IT resources, and delivering exceptional customer support to both local and remote staff.

Description

• Diagnose, troubleshoot, and resolve hardware, software, and network issues with minimal supervision.
• Manage daily workload by addressing incoming tickets in ServiceNow and assisting end users through physical walk-ins.
• Provide hands-on guidance to end users while resolving issues.
• Conduct root-cause analysis and confirm resolution through testing and follow-up.
• Provision, image, and configure systems for new hires, contractors, and interns.
• Perform full-cycle desktop support including OS deployments, software upgrades, configurations, and data migrations for Windows, macOS, and Linux systems.
• Manage and troubleshoot enterprise printers, scanners, and multifunction devices.
• Create, manage, and audit Active Directory and LDAP accounts, groups, and permissions.
• Assist with server, network, and storage administration tasks as needed.
• Document solutions in the IT knowledge base with clear, accurate, and technically detailed entries.
• Maintain an accurate, audit-ready inventory of hardware, software, and licenses.
• Procure, track, and maintain hardware and software assets to meet stocking requirements.
• Collaborate with other Enterprise IT teams to implement best practices and maintain compliance standards.
• Participate in scheduled off-hours support for critical incidents.

Minimum Qualifications

• Minimum 5 years of enterprise IT support experience in a multi-platform environment.
• Ability to obtain a security clearance (active clearance desired).
• Minimum High School Diploma or equivalent.
• Advanced proficiency with Windows 10/11, macOS, and major Linux distributions.
• Strong knowledge of enterprise software including Microsoft 365, VMware, and engineering/scientific tools such as Matlab.
• Strong knowledge of Active Directory administration including Group Policy and delegated permissions.

Preferred Qualifications

• Certifications such as CompTIA Security+, Network+, Linux+, or equivalent professional credentials.
• Proven ability to work independently, manage multiple priorities, and succeed in fast-paced, rapidly changing environments with minimal supervision.
• Strong analytical and diagnostic skills.
• Consistent record of delivering high-quality customer service and building strong user relationships.

Why You'll Love Working at STR

At STR, we believe in creating a workplace where our employees feel valued, supported, and connected while contributing to challenging and meaningful work. In addition to the traditional health and welfare benefits, we offer a variety of perks to enhance your experience.

• Generous paid time off offerings, paid parental leave, and flexible work arrangements (this position offers 9/80, 4/40, or 5/40 workweek options).
• Fitness reimbursement up to $299 for gym memberships, yoga studios, or similar plus an additional Blue Cross Blue Shield fitness reimbursement of up to $300.
• Complimentary Company swag and regular employee events such as summer food truck lunches, summer outing, winter soiree, and bi-monthly happy hours (with STR-covered appetizers).
• Complimentary snacks, cold brew/coffee, and weekly Bagel Fridays.
• 4% company match and 6% profit sharing through the 401k program.
• Complimentary Identity Theft protection.
• Career growth opportunities including tuition reimbursement up to $15,000/year for eligible coursework, learning and development resources, and 50% reimbursement of professional society membership dues.

Pay Information

Full-Time Salary Range: $82,000 - $103,000

STR is an equal opportunity employer. We are fully dedicated to hiring the most qualified candidate regardless of race, color, religion, sex (including gender identity, sexual orientation and pregnancy), marital status, national origin, age, veteran status, disability, genetic information or any other characteristic protected by federal, state or local laws.

If you need a reasonable accommodation for any portion of the employment process, email us at [e-mail] and provide your contact info.

Pursuant to applicable federal law and regulations, positions at STR require employees to obtain national security clearances and satisfy the requirements for compliance with export control and other applicable laws.