Technical Support Specialist

Position Overview: This position is responsible for providing front-line technical support and training to our staff. This includes troubleshooting software and hardware issues, provisioning and deployment of new equipment, providing training on new technologies, and working with vendors to support issues resolution. This role is responsible for helping in maintaining VOA IT infrastructure and ensuring that our systems are reliable and secure.

Its primary focus is in the areas of computer operations, computer repair, entry-level network administration, user and desktop support, performs a variety of complex information technology support duties to ensure smooth delivery of technology services. Monitors, operates, coordinates, assists and trains others in the operation of computer hardware, software, and peripherals to achieve desired result. Utilizes computer equipment, software and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair and computer operations assignments. Works independently with minimal supervision. Exercises judgment and creativity in selecting and applying procedures correctly and determines when to refer problems to the supervisor or the next level of support.

Essential Job Functions:

1. Provides hardware and software troubleshooting and support.

2. Installs, configures, and upgrades computer hardware and software.

3. Configures and deploys new hardware.

4. Provisions new user resources such as Entra Accounts.

5. Provides end-user software troubleshooting and support.

6. Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.

7. Participates in the administration of Microsoft technologies including Exchange, Teams, OneDrive, Intune, etc.

8. Provides phone and help-desk support for local and off-site users.

9. Maintains current knowledge of relevant technologies such as AI tools like CoPilot or Claude

10. Participates in special projects as required.

11. Participate in and contribute to other duties and responsibilities as assigned.

1. Associate or bachelor’s degree in computer science, Information Systems, or relevant field. Equivalent related experience and/or education may be substituted for the degree requirement.

2. 1 to 2 years Information Technology support.

3. Healthcare, Housing, or Human Services experience within community organizations desired.

4. Microsoft Entra administration and support experience; PC & Apple workstation support; iOS and Android mobile support.

5. Experience working with service providers and vendors.

6. Experience working on projects with remote teams.

7. Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.

8. Ability to multi-task, prioritize and effectively manage time in a fast-paced work environment.

9. Personable, kind, and patient with those less technical.

10. Highly organized and punctual.

11. Ability to make recommendations for improvements in the computing environment

12. Team player who works well with others.

13. Demonstrated problem solving ability.

14. Strong documentation skills.

15. Proven time management, prioritization abilities.

16. Driving: A valid state of Maine driver’s license, a good driving record and a reliable vehicle are required.

Working Conditions/Physical Demands: Typical office environment.

The employee will be regularly required to sit, walk, stand; bend, reach with hands and arms; lift up to 35 lbs.; use hands repetitively to operate standard office equipment; talk and hear, both in person and by telephone.

Frequent travel is required to attend meetings, trainings, and provide onsite support at agency locations as needed., * High school or equivalent (Required)

License/Certification:

• Maine Driver’s License (Required)

14 Maine Street, Brunswick, ME 04011 Hybrid work $55,000 - $65,000 a year - Full-time, Pulled from the full job description

• 403(b) matching
• Professional development assistance
• Tuition reimbursement
• 403(b)
• Health insurance
• Paid time off
• Employee discount, * 403(b)
• 403(b) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid sick time
• Paid time off
• Tuition reimbursement
• Vision insurance

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Volunteers of America Northern New England serves people and communities in need and measures company success in positive changes in the lives of individuals and communities we serve. We provide competitive wages, excellent benefits, and highly rewarding opportunities. It is more than a job- it is a service within a wonderful culture!