Volunteers of America Northern California and Northern Nevada · 14 hours ago
Administration - Technology Support Specialist
Reno, NV
Full-time
Onsite
Entry, Mid Level
$28/hr - $28/hr
2+ years expVolunteers of America Northern California and Northern Nevada is a nonprofit organization dedicated to providing social services. They are seeking a Technology Support Specialist to provide exceptional IT support to staff and programs in Northern Nevada, ensuring that users have the necessary tools and assistance to effectively serve their communities.
FamilyHealth CareMental HealthNon ProfitWomen's
Responsibilities
Provide exceptional, empathetic technical support to staff members in person, via phone, email, and remote support tools, ensuring all users feel valued and supported regardless of their technical proficiency
Serve as the primary onsite technology resource for the Reno office and Northern Nevada program sites, building strong relationships with staff and understanding their unique technology needs
Respond promptly to help desk tickets and support requests, prioritizing issues based on business impact and ensuring timely resolution or appropriate escalation
Maintain a professional, patient, and positive demeanor when assisting users, recognizing that technology challenges can be stressful for staff working in high-pressure human services environments
Provide clear, jargon-free explanations of technical issues and solutions, empowering users to develop their technology skills and confidence
Document all support interactions, resolutions, and common issues in the IT ticketing system to build organizational knowledge and improve service delivery
Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive, assisting users with functionality, troubleshooting, and best practices
Assist with user account provisioning, password resets, and access management in Microsoft Entra ID (Azure Active Directory) under IT Director guidance
Configure and troubleshoot email clients, calendar sharing, distribution lists, and Microsoft Teams collaboration features to enhance staff productivity
Support multi-factor authentication (MFA) enrollment and troubleshooting, helping users understand and navigate security requirements
Assist users with OneDrive file synchronization, SharePoint document libraries, and cloud storage best practices to ensure data accessibility and compliance
Perform desktop and laptop setup, configuration, and deployment for new staff members, ensuring workstations are properly configured with required software and security settings
Troubleshoot Windows operating system issues including performance problems, application errors, driver conflicts, and system crashes
Support mobile devices including smartphones and tablets, assisting with email configuration, app installation, and connectivity issues for iOS and Android platforms
Install, configure, and troubleshoot peripheral devices including printers, scanners, webcams, headsets, and other office equipment
Perform hardware repairs and upgrades such as memory installation, hard drive replacement, and component troubleshooting when appropriate
Maintain accurate inventory records of IT assets including computers, monitors, peripherals, and software licenses assigned to Reno location staff
Troubleshoot network connectivity issues including wired and wireless connections, VPN access, and internet connectivity problems
Assist users with Wi-Fi configuration, network authentication, and connectivity optimization for laptops and mobile devices
Perform basic network diagnostics including IP configuration, DNS troubleshooting, and connectivity testing to isolate and resolve issues
Support remote access solutions ensuring staff can securely connect to organizational resources from home or field locations
Monitor and report network performance issues, outages, or suspicious activity to the IT Director for investigation and resolution
Provide first-level support for the Electronic Health Records (EHR) system, assisting clinical and program staff with login issues, basic functionality questions, and common errors
Support Human Resources Information System (HRIS) and accounting system users with access, navigation, and basic troubleshooting, escalating complex issues appropriately
Assist with application installations, updates, and configuration for business-critical software used across VOA NCNN programs
Document application-specific issues and user feedback, communicating trends and recurring problems to the IT Director for systemic resolution
Coordinate with application vendors and support teams to facilitate issue resolution, serving as liaison between users and technical support resources
Promote cybersecurity awareness by educating users on phishing threats, password security, data protection practices, and organizational security policies
Assist users with security-related tasks including password management, multi-factor authentication setup, and secure file sharing practices
Identify and report potential security incidents including suspicious emails, malware infections, or policy violations to the IT Director immediately
Support HIPAA and data privacy compliance by ensuring proper handling of sensitive information during support activities and reinforcing data security best practices with staff
Participate in security audits and compliance reviews by providing documentation, evidence of security controls, and assistance to auditors as directed by IT Director
Deliver informal training and guidance to staff on technology tools, applications, and best practices, adapting instruction style to individual learning needs and technical backgrounds
Create and maintain user-friendly documentation including quick reference guides, how-to articles, and FAQ resources for common technology tasks and issues
Facilitate new employee technology onboarding, ensuring staff understand organizational systems, tools, and technology policies from day one
Share knowledge with IT team members, contributing to the collective expertise and continuous improvement of technical support services
Maintain conference room technology including video conferencing equipment, projectors, displays, and audio systems to support meetings and telehealth services
Support telecommunications systems including desk phones, voicemail, and unified communications platforms
Perform basic cable management, equipment moves, and workspace technology setup to accommodate organizational changes and new staff
Monitor and maintain local servers, network equipment, and backup systems in collaboration with IT Director and managed service providers
Coordinate with building management and vendors for internet service, telecom maintenance, and facility-related technology issues
Maintain regular communication with the IT Director, providing updates on support activities, emerging issues, and technology needs in Northern Nevada
Collaborate with IT team members in Sacramento and other locations to share knowledge, coordinate projects, and ensure consistent service delivery across the organization
Participate in IT department meetings, training sessions, and planning activities to stay informed about organizational technology initiatives and strategies
Build collaborative relationships with program leaders and administrative staff to understand their technological needs and proactively address challenges
Serve as a positive ambassador for the IT department, fostering trust and demonstrating that technology is an enabler of the organization's mission
Qualification
Required
Minimum 2-3 years of hands-on experience in technical support, help desk, or IT support role providing direct assistance to end users required
Demonstrated experience supporting diverse user populations including staff with varying levels of technical expertise required
Strong proficiency required with Microsoft 365 suite including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive
Solid understanding of Microsoft Entra ID (Azure Active Directory) user administration, password management, and basic identity management concepts
Expert knowledge of Windows 10/11 operating systems including installation, configuration, troubleshooting, and performance optimization
Experience supporting iOS and Android mobile devices including email configuration, app management, and basic troubleshooting
Working knowledge of networking concepts including TCP/IP, DNS, DHCP, Wi-Fi
Proficiency in hardware troubleshooting and repair including desktops, laptops, printers, and common peripherals
Familiarity with remote support tools, ticketing systems, and IT service management practices
Basic understanding of cybersecurity principles including phishing awareness, password security, multi-factor authentication, and data protection
Exceptional customer service skills with proven ability to remain patient, empathetic, and professional when assisting frustrated or stressed users
Outstanding communication skills with ability to explain technical concepts in clear, non-technical language appropriate to the audience
Strong active listening skills to accurately understand user issues, ask clarifying questions, and identify root causes of technical problems
Excellent problem-solving abilities with methodical approach to troubleshooting and attention to detail in documenting solutions
Ability to prioritize multiple support requests, manage time effectively, and maintain composure during high-volume periods
Self-motivated with ability to work independently as the primary technology resource in Reno while maintaining strong collaboration with remote IT team members
Professional demeanor with understanding that technological support is critical to enabling staff to serve vulnerable populations effectively
Adaptability and flexibility to handle diverse technology challenges, learn new systems quickly, and adjust approach based on user needs
Understanding HIPAA privacy and security requirements with commitment to protecting sensitive health and personal information encountered during support activities
Demonstrated integrity, confidentiality, and trustworthiness when handling sensitive organizational data and user information
Commitment to following IT policies, security protocols, and organizational standards without exception
Occasional local travel to Northern Nevada program sites for onsite support is required; valid Nevada driver's license, reliable transportation, and ability to meet the organization's insurance carrier guidelines are required
Hands-on work including equipment setup, cable management, hardware repairs, and occasional lifting of technology equipment up to 50 pounds
Ability to work under desks and on step ladders, move equipment, and perform physical tasks associated with technology installation and maintenance
Flexibility to occasionally respond to urgent technology issues outside normal business hours or provide after-hours support for critical systems
Standard office environment with extended computer use and significant time interacting with staff members throughout the building
Ability to sit, stand, walk, and move about facilities as needed throughout the workday to provide onsite support
Preferred
Associate degree in Information Technology, Computer Science, or related field preferred; equivalent combination of education and technical experience will be considered
Experience working in healthcare, nonprofit, or human services organizations strongly preferred
Professional certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified Fundamentals, Microsoft Certified Modern Desktop Administrator Associate, or ITIL Foundation preferred
Experience supporting Electronic Health Records (EHR) systems or other healthcare IT applications in clinical environments preferred
Knowledge of HRIS platforms, accounting systems, or other enterprise business applications preferred
Experience with Microsoft Intune, endpoint management, or mobile device management (MDM) solutions preferred
Familiarity with PowerShell scripting or automation tools for routine IT tasks is preferred
Experience with ticketing systems such as ServiceNow, Zendesk, Freshdesk, or similar IT service management platforms preferred
Background supporting hybrid workforce models with remote and onsite staff members strongly preferred
Knowledge of telehealth technologies and behavioral health software applications preferred
Benefits
Paid holidays
Vacation
Sick pay
Health
Dental
Vision
Life
Short-term disability insurance coverage
Company
Volunteers of America Northern California and Northern Nevada
Volunteers of America is a national, nonprofit, faith-based organization providing local human service programs, as well as opportunities for individual and community involvement.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jonathan Beaver
HR Business Partner
Company data provided by crunchbase