Technical Support Specialist

Overview

“Go where ever we are needed and do whatever comes to mind.”

• Ballington & Maud Booth, Founders

Volunteers of America (VOA) is a faith-based, nationwide nonprofit organization dedicated to helping those in need rebuild their lives and reach their full potential. The VOA network includes more than 16,000 full-time professionals empowering 1.5 million people annually through our 29 affiliates in 46 states. We provide hundreds of service programs, including those for seniors and people with disabilities, those experiencing homelessness and those recovering from addiction. VOA is one of the nation’s most comprehensive human services charities, offering programs for communities, individuals and families.

VOA is seeking a Technical Support Specialist as an IT professional who will provide Technical Support and assistance to staff, whether on the phone, in person or remotely. The person in this role will diagnose computer errors, troubleshoot software, hardware and network issues, train end-users, backup and restore data and install and configure software and operating systems. The selected candidate will be the first point of contact for employees seeking technical help as they determine the best solution based on the issue and details provided.

This position is full-time (up to 40 hours per week) and is based completely On-Site

Primary Responsibilities:

The selected candidate in this role will...

• Provide customer-centered, proactive and responsive support for technical issues
• Support users in Windows and Mac environments
• Resolve technical issues and training users on applications and devices
• Support information systems, devices and peripherals, wired, wireless and mobility networks, active directory and other directories, user profiles, security, print management, deploying devices, upgrades and patching
• Participate in inventory management and IT service desk
• Provide support to remote and in-person users
• Participate in scheduled and unscheduled systems maintenance
• Participate in IT projects and monitoring and tracking performance
• Provide support for Microsoft 365, Exchange, SharePoint, Power Platforms, and Dynamics 365
• Other duties as assigned

Required Knowledge, Skills & Abilities:

• Experience providing Technical Support in Windows and Mac environments
• Knowledge of information systems, devices and peripherals, wired, wireless and mobility networks, active directory, user profiles, security and application support
• Familiarity with Microsoft 365, Exchange, SharePoint, Power Platforms and Dynamics 365
• Excellent problem-solving skills and the ability to work independently as well as part of a team
• Strong communication skills and the ability to provide exceptional customer service

Qualifications:

Physical Capabilities:

• Lifting: Requires lifting materials up to 10 lbs.
• Ability to stand or sit at a computer for prolonged periods

Working Conditions:

• The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function
• This position will take place primarily in an office setting

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Education and Experience:

• An Associate degree in information systems or a related field
• One (1) year’s experience in technology or a related field
• OR at least two (2) years work in related field and IT certifications in lieu of Associate’s degree

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

VOA is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Volunteers of America does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status or on any other basis prohibited by applicable law.

Employment with VOA is contingent upon successful completion of a background check, which may include but is not limited to, contacting your professional references, verification of previous employment, education and credentials, a criminal background check and a department of motor vehicle (DMV) check if applicable. Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Senior Vice President of Human Resources.

Experience

• 1 - 2 years: 1-2 years relevant work experience

Education

• Associates or better