IT Support Specialist

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 hybrid 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

Learn more at

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.

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