POSITION SUMMARY

Together, we create life-changing wishes for children with critical illnesses. This is our mission at Make-A-Wish America. The TECHNICAL SUPPORT SPECIALIST I is a key contributor to the mission by assisting in the procurement, installation, and life-cycle maintenance of IT hardware and software (PCs, peripherals, operating systems, telecom equipment, and other software). Participates in the day-to-day operations of the helpdesk, ensuring prompt, accurate, and courteous call resolution resulting in overall client satisfaction.

DUTIES & RESPONSIBILITIES:

• Installs, and maintains IT hardware and software to meet the Make-A-Wish Foundation’s needs and keep the organization functioning at optimal capacity.
• Provides technical support on servers, networks, PCs, or telecom equipment. Performs software/hardware troubleshooting, patches, and reinstallations.
• Maintains Active Directory accounts, creating, disabling, deleting, and assigning permissions.
• Performs back-up and data recovery using Backup Exec, tape drives, and offsite storage.
• Maintains email accounts including permissions, mailbox size, Outlook Web Access, and mobile device set-up.
• Participates in the daily operation of the Helpdesk, ensuring calls are handled and resolved in a prompt, accurate, and courteous manner.
• Provide end users with information, support, and training on the organization’s products and services.
• Assists with new office set-ups. Office expansions, including relocation, and/or installation of voice/data solutions, LAN and PC equipment.
• Acts as support for disaster recovery solutions including off-site storage, backup/recovery platform maintenance, and documentation.
• Performs other job related duties, as assigned.

KNOWLEDGE AND ABILITIES:

• Demonstrated successful problem solving abilities.
• Possess strong written and verbal communication skills. Exhibit ability to translate technical concepts into laymen’s terms.
• Engage effectively with professionals at all levels of the organization.
• Organize work, prioritize and make timely decisions with sound judgment.

QUALIFICATIONS:

• High school diploma or general education degree (GED) required; Bachelor’s degree in Computer Information Systems or related field preferred.
• Minimum of 1 - 3 years hands-on experience in a Help Desk or technical support environment.
• Advanced knowledge of Microsoft Office applications required.

WORKING CONDITIONS:

• Work in an office environment.
• May require work outside a traditional Monday – Friday work week, and outside normal business hours.

REWARDS AND BENEFITS 

• Competitive compensation with annual incentive potential 

• Comprehensive benefit package: Medical, Vision, Dental, Wellness_ _ 

• 100% employer paid for employee 

• Health and Flexible Spending Account Options 

• Short Term Disability, Long Term Disability and Life Insurance  

• 100% employer paid for employee 

• 401(k) Retirement Savings Plan  

• 15 PTO days, 10 Paid Holidays, 2 Personal Days 

• Maternity Leave 

• Educational Tuition Assistance 

• Employee Awards and Recognition Programs 

• Individual and Leadership Development  

• Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets

JOIN OUR TEAM OF INSPIRED PEOPLE TRANSFORMING LIVES

We are more than a great place to work - our work is life changing. We are an inclusive and diverse group of people who, through a mosaic of backgrounds, thoughts, and experiences are united in purposeful work. We are fueled and guided by our values - values that are represented in the inspired people we work with and the transformational work we do every day.

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We respect and ensure equal opportunity, regardless of race, religion, ethnicity, national origin, age, gender identity, sexual orientation, disability, perceived disability and other legally protected characteristics.

Required Skills Required Experience

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