Senior IT Support Specialist, Desktop Services

STR • Woburn, MA

5h • $82,000 - $103,000

About The Position

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

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED