Specialist, Technical Support

Make-A-Wish America is the world's largest wish-granting organization, dedicated to granting life-changing wishes for eligible children. The Specialist, Technical Support role involves providing technical support, maintaining IT hardware and software, and ensuring optimal functionality of the organization's systems and services.

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

Skills

• Applicants must be authorized to work for ANY employer in the U.S. We do not sponsor employment visas or other immigration processes to attain or maintain employment eligibility
• 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
• Located in Phoenix, AZ or surrounding areas
• High school diploma or general education degree (GED) required
• 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
• Bachelor's degree in Computer Information Systems or related field preferred

Benefits

• Comprehensive benefit package, effective day 1: Medical, Vision•, Dental•, Wellness
• 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
• Monthly premiums paid for the employee for vision, dental, and short/long term disability.

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