Specialist, Technical Support

Knowledge and Abilities:

• Demonstrated successful problem-solving abilities.
• Posses strong written and verbal communication skills. Exhibit ability to translate technical concepts into laymen’s terms.
• Engage effectively with professionals at all levels or the organization.
• Organize work, prioritize and make timely decisions with sound judgement.
• Demonstrated experience in supporting the deployment, configuration, and troubleshooting of Windows and macOS systems in end-user environments.
• Strong working knowledge of Microsoft Intune and Azure AD for device and user management, including hands-on experience in SharePoint and Print Management tools.

Duties and 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.

Qualifications:

• Located in Phoenix, AZ or surrounding areas.
• High school diploma or general education degree (GED) required; Bachelor’s degree in Computer Information Systems or related field preferred.
• Minimum of 1-year hands-on experience in a Help Desk or technical support environment supporting end-users across Windows and macOS environments.
• Advanced knowledge of Microsoft 365 suite required.
• Knowledge of Microsoft Intune and Azure AD for device and user management, including hands-on experience in SharePoint and Print Management tools required.

Working Conditions:

• Ability to thrive in a remote environment
• Some travel required.
• May require work outside a traditional Monday – Friday work week, and normal business hours.