When it comes to creating educational travel adventures that enrich the lives and fulfill the dreams of more than 100,000 people every year, there's no organization better than Road Scholar. What's our secret? Dedicated and talented staff who believe in our mission.

About the role...

The IT Support Specialist serves as a member of the Tech Desk team, providing assistance to the Road Scholar community in utilizing services, facilities, and equipment provided by the Information Technology department. The IT Support Specialist ensures a high level of service at all times (including but not limited to: assisting users in making optimal use of supported hardware & software, maintaining equipment inventory & allocation, and deploying software images).

This is a remote opportunity in the Boston, MA area. We are seeking candidates local to Boston due to the occasionally need to work onsite at our 20 Park Plaza, Boston location. The compensation range for this exempt level salaried position is $55,000 - $66,000.

You will...

• Performs direct end-user support and ensures a high level of service at all times, including support for a user base that is largely remote. Participates in remote new hire orientation sessions, providing new users with assistance on equipment setup and first-time log on
• Serves as key member of troubleshooting team, diagnosing, and resolving issues for company-sponsored software & hardware (including computers, phones, projectors, and printers), as well as email, Internet, and end-user network access problems. Escalates issues to functional teams as necessary
• Installs, upgrades, and maintains computer hardware, peripherals, operating systems (Windows, Mac), and software (Microsoft Office, Adobe Creative Suite, etc.) Builds and deploys software images as necessary
• Manages lifecycle of technology equipment; maintains stock and protocol for supplies; facilitates repair/replacement/maintenance of equipment and technology-equipped facilities. Contacts third-party vendors for warranty or contract service repair
• As assigned, leads or participates in technology upgrade and rollout projects, e.g. new software or operating system rollout, enhanced web services, etc
• Creates and maintains Knowledge Base support documentation articles. Updates intranet with tech tips and critical issues/outages updates
• Serves as backup to other members of the Tech Desk team, assisting in their tasks as necessary. Works on special projects and performs other duties as assigned

You need...

• 2-4 years’ experience working with computer software and hardware
• 4-6 years' experience or combination of academic degree, practical experience, and interpersonal skills required to fulfill the duties and responsibilities of the position in a professional manner
• Good communication and organizational skills required
• Firm understanding and ability to troubleshoot TCP/IP network protocols; including Enterprise level telecom experience including Zoom phone and Soft Phone
• Experience with Remote support assistance methods and troubleshooting remote connection issues
• Experience with audio/visual equipment
• Ability to translate complex technical instructions into common language for end users
• Demonstrated ability to effectively communicate with all levels of the organization
• Excellent work ethic and the ability to be a productive and reliable team member
• Excellent customer-facing and operational skills
• Have sufficient mobility to perform duties in small spaces involving crouching, stooping, kneeling and physical ability to perform tasks requiring physical strength to lift 30-45lbs.
• Ability to work at the Boston or Lowell offices as needed.

Why join the Road Scholar Team...

We offer competitive compensation and excellent benefits:

• Medical, Dental and Vision Insurance
• 20 days PTO annually
• Paid shutdown between Christmas and New Years!
• Ability to work remote!
• Paid Holidays (14)
• Retirement Plan with a company match up to 5%
• Identity Protection
• Unlimited On-line Training thru Linkedinlearning.com

• Learn more at https://www.roadscholar.org/careers/

Road Scholar supports diversity in our staff, participants and programs. An Equal Opportunity Employer Road Scholar values and supports individual differences and strives to create an environment that contributes to the success of both the individual and the organization. As an Equal Opportunity Employer, we consider applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, pregnancy, illness, marital or veteran status or disability or any other status protected by applicable law.

To avoid fraudulent job postings and scammers posing as Road Scholar, we request that you only apply to jobs that are posted on the Road Scholar website and when completing an application please make sure the URL is from recruiting.ultipro.com.