Information Technology Support Specialist

The Senior Desktop Systems Support Technician plays a critical role in ensuring the smooth operation of end-user IT systems across the organization. As a senior member of the IT operations team, this position provides advanced technical support, acts as an escalation point for complex issues, and serves as a subject matter expert to peers and other IT staff.

This role is responsible for diagnosing, prioritizing, and resolving technical incidents; managing asset and incident tickets; and maintaining high-quality service delivery for desktop, hardware, and software environments. The Senior Technician will also contribute to standardizing operating procedures, maintaining system configurations, and documenting local IT processes in alignment with national standards.

In addition to day‑to‑day support, the Senior Desktop Systems Support Technician will play a key role in the successful execution of regional and global IT initiatives, ensuring consistency, reliability, and continuous improvement across the technology landscape.

• Provide hands‑on support for desktop configurations, infrastructure, network, telecom, IT facilities matters, and audiovisual (AV) systems.
• Partner with Network, Telecom, and AV Engineers to resolve specialized issues.
• Support both Mac and Windows computers, including OS troubleshooting, upgrades, and hardware repair.
• Deliver end‑user support for desktops, laptops, monitors, printers, mobile devices, software issues, and office equipment moves (PCs, monitors, printers, docks, cabling, etc.).
• Deploy, install, upgrade, and decommission IT hardware and software.
• Collaborate with vendors and internal teams to address site‑specific needs and optimize employee productivity.
• Build strong working relationships with the Service Desk and other IT departments to ensure seamless escalation and resolution.

• Education
• Associate degree or technical certificate in a related field, or 5–7 years of relevant Service Desk/desktop support experience.
• Equivalent combinations of education and experience will be considered.
• Experience & Skills
• Strong background in desktop hardware, software applications, operating systems, and network connectivity for both Windows and Mac.
• Advanced knowledge of Microsoft Office Suite in mixed Windows/Mac environments.
• Experience with Windows 7–11 and macOS.
• Basic troubleshooting knowledge for AV systems within conference rooms (MTR rooms).
• Excellent communication, customer service, and collaboration skills.
• Strong organizational, analytical, and problem‑solving abilities.
• Proven ability to manage priorities in a fast‑paced, changing environment.
• Atlassian or Service Now experience
• Physical Demands
• Typical office environment with extended use of computers, phones, and video conferencing.
• Ability to lift up to 40 lbs. (e.g., printers, monitors, PCs).
• Willingness to travel between company sites as needed.
• Ability to provide after‑hours and on‑call support, including nights and weekends, with hands‑on and remote troubleshooting across multiple locations.

The projected hourly range for this position is $50 to $55.

On‑Demand Group (ODG) provides employee benefits, which include healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.