Senior Technical Support Analyst

Committed to serving global societal needs. ASTM International positively impacts public health and safety, consumer confidence, and overall quality of life. We integrate consensus standards - developed with our international membership of volunteer technical experts - and innovative services to improve lives...Helping our world work better.

ASTM provides an excellent compensation and benefits package including:

* Undergraduate and Graduate Tuition Reimbursement

* Comprehensive medical, dental, vision, life and disability insurance

* Paid holidays, vacation and sick leave

* 403(b) plan with company match

* 100% company-funded defined benefits pension plan

Position Purpose

The Senior Technical Support Analyst - Systems and Service Delivery plays a pivotal role in Digital Services Operations by overseeing and optimizing end-user technology support operations. This position delivers advanced technical expertise while driving continuous improvement across service delivery standards and ensuring a productive and secure technology environment for staff and consultants. The role involves operational oversight, cross-functional collaboration, and the proactive advancement of support capabilities.

Organization Role

* Reports to: Digital Services, Director of Operations

* Functions as a senior technical resource and operational lead for the Deskside Support function.

Responsibilities

Service Operations & Escalation

* Act as the primary escalation point for complex hardware, software, and end-user networking issues.

* Coordinate complex troubleshooting across systems and collaborate with infrastructure, security, and applications teams.

* Serve as liaison between Digital Services Operations and business units to prioritize and resolve escalated support needs.

Technical Support & Delivery

* Deliver advanced, client-focused technical support across diverse hardware and software environments, including Windows and macOS.

* Diagnose and resolve escalated issues involving systems, applications, and peripherals.

* Coordinate complex printer and audio video installations, maintenance, and repairs.

* Oversee data integrity processes including backup, recovery, and endpoint patching using MDM platforms.

* Coordinate warranty and non-warranty repairs, liaising with vendors for efficient resolution.

* Proactively support audio-visual and conferencing technologies, conducting regular system health checks.

Device Lifecycle and Asset Management

* Lead lifecycle planning and management of IT assets, from procurement through retirement.

* Maintain accurate asset inventory and ensure integrity of records in the asset management system.

* Coordinate logistics for shipping, receiving, and asset replacement.

Service Enablement & Training

* Provide knowledge transfer and technical mentorship to deskside support staff.

* Facilitate onboarding for new hires and consultants, ensuring access to necessary tools and resources.

* Develop technical documentation and standard operating procedures (SOPs) for consistent service delivery.

* Champion exceptional customer service with a focus on enhancing the end-user experience.

Operational Excellence & Continuous Improvement

* Lead initiatives aimed at improving service delivery, aligned with ITIL-based frameworks.

* Identify trends in support incidents and recommend process improvements.

* Conduct regular health checks and performance monitoring across endpoints and AV systems.

* Support governance, compliance, and audit readiness efforts through policy adherence and documentation.

Minimum Requirements

* Proven experience in deskside support or a similar technical support role.

* Demonstrated in-depth understanding of computer hardware, software, and advanced networking concepts including TCP/IP, DNS, DHCP, and VPNs.

* Strong troubleshooting ability across Windows, macOS, and AV/conferencing systems.

* Skilled in MS Office, Teams, and collaboration tool support.

* Familiarity with MDM solutions (Intune, Kaseya, JAMF, or others).

* Proficiency in incident tracking, root cause analysis, and complex technical documentation.

* Excellent communication, customer service, and time-management skills.

Preferred Requirements

* Relevant certifications (CompTIA A+, Network+, Security+, ITIL Foundations, etc.) are a plus.

* Experience with EntraID, Active Directory, Group Policy Objects, or similar provisioning tools.

* Familiarity with Microsoft Exchange (on-premises and Online).

* Exposure to Linux environments is a plus.

Physical Demands and Work Environment

* Requires 2+ days onsite per week.

* Work is primarily performed in an office setting with normal noise levels.

* Must be able to lift and transport computer equipment (typically under 10 lbs).

* Role is based in West Conshohocken, Pennsylvania.

This job description is not intended to provide an all-inclusive listing of related job activities. Associates may be requested by management to perform other related activities in place of or in addition to those representative activities noted in this job description.

ASTM International is an Equal Opportunity/Affirmative Action Employer Minorities/Females/Disable/Veteran