Senior Specialist, Technical Support
Make-A-Wish America
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $56,300 - $60,000 per year
Job Level
Senior
Tech Stack
AzureMacOS
About the role
- 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 that requires an on-site presence (server, network, PC, or telecom equipment failure). 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.
- Manage and maintain 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.
- Analyzes technical trends and metrics on helpdesk issues providing detail reports.
- 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.
- Serve as a technical mentor to Level 1 technicians by offering guidance and training.
Requirements
- High school diploma or general education degree (GED) required; Bachelor’s degree in Computer Information Systems or related field preferred or equivalent work experience.
- Minimum of 3+ years hands-on experience in a Help Desk or technical support environment supporting end-users across Windows and macOS environments.
- Advanced knowledge and administration of Microsoft 365 suite required.
- Experience in device and endpoint management using Microsoft Intune, Azure AD, and Print Management tools required.
- Experience with Kaesya VSA, A+, NetPlus, MCSE preferred.
Benefits
- Comprehensive benefit package, effective day 1: Medical, Vision*, Dental*, Wellness
- Competitive compensation with annual incentive potential
- Health Savings Account and Flexible Spending Account Options
- Health Reimbursement Account fully funded by Make-A-Wish America
- Short Term Disability*, Long Term Disability* and Life Insurance
- Additional Insurance Plans: Accident, Critical Illness, Hospital Indemnity, Pet Insurance through Figo
- 401(k) Retirement Savings Plan with 5% match after one year of service
- Eligibility for student loan forgiveness through the Public Service Loan Forgiveness Program
- The organization will send a laptop, 24” monitor, and a docking station/adaptor to new hires
- Up to 15 PTO days
- 10 Sick Days
- 11 Paid Holidays
- 2 Volunteer Days after one year of service
- 2 Personal Days accrued annually
- Parental Leave
- Employee Awards and Recognition Programs
- Individual and Leadership Development
- Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingdata recoveryActive DirectoryMicrosoft 365device managementendpoint managementbackup solutionsnetwork supportserver maintenancetelecom support
Soft skills
technical supportcustomer servicecommunicationmentoringproblem-solvinganalytical skillsteam collaborationtrainingorganizationcourtesy
Certifications
A+NetPlusMCSE