Job: Technical Support Specialist

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Job Description

St. Mary’s Food Bank Alliance has an opening for a technically savvy, customer focused, detail-oriented entry-level Technical Support Specialist. Located in our Phoenix office, the Technical Support Specialist will serve as first point of contact for all IT/telephonic issues using a service ticket system. This position is responsible for all level one desktop support as well as managing communication with contracted support for escalated tickets. A strong desire to solve problems and work with internal customers are necessary characteristics for the role. 

St. Mary’s Food Bank Alliance was founded in 1967 and today is one of the largest food banks in the United States and proud of the impact it has on the hungry in Arizona. 

Key Responsibilities of the Technical Support Specialist include, but are not limited to: 

    • Maintaining day-to-day help desk functions and providing assistance in streamlining processes.
    • Providing troubleshooting, resolution, documentation, escalation, and closure of helpdesk support tickets.
    • Maintaining accurate ticket status and detailed records.
    • Communicating throughout the troubleshooting process, providing updates and confirming appropriate resolution of service tickets.
    • Escalating complex matters to appropriate resource.
    • Promoting end-user self-sufficiency by including them as part of the solution.
    • Managing knowledge base documents available in Help Desk.
    • Managing company cell phone and I-pad accounts.
    • Assisting in maintenance of inventory records for hardware, software, user names, license keys, passwords, etc.
    • Documenting procedures and processes within Help Desk Guide.
    • Providing scheduled maintenance on desktop computers.

 

Skills / Requirements

 Qualifications and Experience sought: 

  • High school diploma/GED required, degree in computer science or related field preferred.
  • Two years demonstrated and successful IT helpdesk experience including hands-on and telephone support.
  • Working knowledge of computers, servers, networks, operating systems, and software (DOS, Windows, Outlook, Microsoft Office, etc.).
  • Ability to install, configure, and troubleshoot desktop systems including installed software.
  • Understanding of WAN and LAN design and maintenance.
  • Ability to troubleshoot network and ISP connectivity issues.
  • Knowledge of Active Directory, user account management, and Network Security.
  • Understanding of Audio Visual/Video conferencing concepts and equipment.
  • Excellent verbal and written communication skills.
  • Ability to coach employees and train them on processes and procedures.
  • Excellent organizational, planning, time management, and time tracking skills.
  • Experience with Microsoft Dynamics, Raiser’s Edge, Mojo Help Desk, and ShoreTel phones helpful.
  • Proficiency with Inkjet printers, laser printers, copy machines, multi-function devices and label printers.
  • Familiarity with Dell hardware (desktops, laptops, servers). 

Important Notes

St. Mary’s offers a generous compensation package which includes medical, dental, vision, short-term and long-term disability, PTO, employer paid life insurance and more. This is your chance to make a difference. Join our Mission to alleviate hunger. 

Qualified candidates are invited to submit their resume and salary requirements to: jobs.firstfoodbank.org