Senior Specialist, Technical Support

Job Description: • 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 Apply tot his job Apply To this Job