Technical Support Specialist II

St. Mary's Food Bank; Phoenix (AZ); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Tuition Assistance

Employee Referral Bonus Program

401(k) Retirement Savings Plan with a

Medical and Insurance Coverage

PTO and Holidays

Job summary

St. Mary’s Food Bank in Phoenix, AZ is seeking a Technical Support Specialist II to provide client support for desktop software, hardware configurations, and system analysis.

You’ll help integrate applications, document current systems, and drive IT standards for the organization. The role requires a Bachelor’s degree or equivalent desktop management experience, strong customer service, and proficiency with Windows, macOS, and Office365.

Qualifications

• Bachelor’s degree in a related field or 2+ years desktop management experience.
• Strong customer-service orientation with problem-solving skills.
• Experience with Windows and macOS environments, printers, and standard office tech.

Responsibilities

• Maintain day-to-day help desk functions and streamline processes where possible.
• Troubleshoot and resolve tickets with clear documentation and escalation as needed.
• Support desktop software/hardware and assist with system administration tasks.
• Collaborate with vendors and IT team to support applications and upgrades.
• Provide guidance and training to staff on IT processes and tools.

Skills

Customer service

Desktop support

Windows OS

macOS

Active Directory

Printer troubleshooting

Network troubleshooting

Documentation

Education

Bachelor’s degree in Computer Science or MIS

Tools

Microsoft Dynamics

Raiser’s Edge

Mojo Help Desk

ShoreTel

Office365/Azure

Job description

The Technical Support Specialist II. for St. Mary’s Food Bank (SMFB) provides client support for desktop-based software applications, hardware configurations and system analysis; provides assistance and solutions for integration between desktop and SMFB’s specific applications. Analyzes and documents current systems and procedures. Develops, documents, and implements strategies, standards, and procedures to be used by the technology team inside and outside of the department and across SMFB. May manage, design and engineer projects as they relate to the desktop infrastructure. The ideal individual will serve as a positive voice in an ever-changing environment and act as a proactive change agent, driving the company's continuous improvement and innovation initiatives.

Essential Functions

• Maintain day-to-day help desk functions and aid in streamlining processes when applicable.
• Provide proper troubleshooting, resolution, root cause, documentation, escalation, and closure of helpdesk support tickets.
• Troubleshoots various software configurations/features including operating systems, applications, word processing, spreadsheets, databases, and networking on all platforms that SMFB supports.
• Installs and configures software applications/operating systems and network clients to operate properly on SMFB’s network, which includes handheld devices, Linux, Google, Apple, and Microsoft.
• Researches the latest product patches and fixes through web access and telephone. Consults with leadership and staff on what computer systems and software to purchase.
• Respond to requests for technology support, visualizes the problem and responds to the user with a clear, concise, and easy to understand solution to their problem.
• Examples of assignments may include teaching employees how to use and access applications, acting as system administrator for the Information Technology Team, software testing and packaging for desktop delivery, anti-virus software management, maintaining a department server, and user account requests.
• This position has contact both physically and logically with nearly every department across the SMFB Organization. Problems need to be addressed quickly and effectively.
• Associations are maintained with vendors for technical support. This position also works with external interfaces as required to support unique applications, system upgrades and issues encountered by SMFB end-users.
• Act as an escalation point to other IT employees.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all internal/external customers of St. Mary’s Food Bank with an excellent service experience.

Physical Demands/Environment Factors

• Requires extensive sitting with periodic standing and walking.
• May be required to lift; up to 30 pounds.
• Requires significant use of computer, phone, and general office equipment.
• Needs adequate visual acuity, ability to grasp and handle objects.
• Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
• May require off-site travel and possible out-of-state travel.

Minimum Qualifications, Skills, and Abilities

• High School diploma/GED required.
• Bachelor’s degree and 2 years of desktop management experience or equivalent professional experience.
• Prefer degree concentration in: Computer Information Systems, Management Information Systems or Computer Science.
• Ability to deliver superior customer service support and solution-based communication.

o Excellent organizational, planning, time management, and time tracking skills.

o Ability to work independently and as part of a team.

o Honesty, Integrity, and commitment to the Food Bank mission.

o Experience with Microsoft Dynamics, Raiser’s Edge, Mojo Help Desk, and ShoreTel phones helpful.

o Proficiency with Inkjet printers, laser printers, copy machines, multi-function devices and label printers.

o Familiar with Dell hardware (desktops, laptops, some servers).

o Office365 and AZURE experience desired.

o Ability to coach employees and train them in proper processes and procedures.

• Substantial knowledge and experience with personal computer hardware including processors, motherboards, memory, hard disks, optical drives, and peripherals such as scanners, cameras, printers, external hard drives, etc.
• Experience in creating documentation for the organization’s applications.
• Experience with enterprise desktop remote assistance tools, such as remote control, imaging, remote application deployment and patch management.
• Understanding of electrostatic discharge (ESD) and other hardware repair best practices.
• Desktop certifications exams will be sought as part of continuing job training.
• Knowledge of all supported versions of Microsoft Windows, Apple Macintosh OS, Microsoft Office, standard OEM PC and Mac hardware and standard laser and ink-based printers.
• Ability to assess the need for replacement of hardware and/or software and make purchase recommendations, assuring compatibility with current configurations.
• Ability to prioritize SMFB workloads to ensure productivity of individuals and departments across the Organization.

What we offer:

• Competitive Compensation Package:
  • Competitive Pay, starting at $70,000/year
    • Tuition Assistance
    • Employee Referral Bonus Program
    • 401(k) Retirement Savings Plan with a generous employer match
• Comprehensive Benefits:
  • Medical and Insurance Coverage
    • An employee-only medical plan at no cost to you
    • 4 low-cost employee-only, spouse and/or family member medical plans
    • Vision and Dental coverage
    • Health Savings Account generously funded by the employer and Flexible Spending Account options
    • Short- and Long-Term Disability, Life and Accidental Death & Accident Insurance at no cost to you.
    • Employee Assistance and Wellness Programs
    • Optional Pet Insurance and Legal Shield Identity Theft offering
  • Time Off
    • 15 PTO days, accrued bi-weekly, that increases with length of service
    • 40 hours of Personal/Sick time
    • 8 Company Paid Holidays

This is your chance to join a cohesive and welcoming team and make a difference in our Arizona communities. Join our Mission to alleviate hunger.

St. Mary’s Food Bank is an equal opportunity employer. We evaluate qualified applicants without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.