Administration - Technology Support Specialist

Position Summary

The Technology Support Specialist is a customer‑focused technical professional dedicated to providing exceptional IT support to VOA NCNN staff and programs in Northern California. Based at our Sacramento office, this role serves as the first point of contact for technology assistance, ensuring staff have the tools, systems, and support they need to deliver compassionate services. The position supports users of all technical skill levels and works closely with the IT Manager to maintain technical excellence.

• Customer Service & User Support:
  Provide exceptional, empathetic support via in‑person, phone, email, and remote tools, ensuring all users feel valued and supported regardless of their technical proficiency.
• Serve as the primary onsite technology resource for the Northern California 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.
• Microsoft 365 & Cloud Services Support:
  Support Microsoft 365 applications, user account provisioning, password resets, and access management in Microsoft Entra  (Azure Active Directory).
• Configure and troubleshoot email clients, calendar sharing, distribution lists, and Microsoft Teams collaboration features.
• Support multi‑factor authentication (MFA) enrollment and troubleshooting.
• Assist users with One Drive file synchronization, SharePoint document libraries, and cloud storage best practices.
• Hardware & Endpoint Support:
  Perform desktop and laptop setup, configuration, and deployment for new staff members.
• Troubleshoot Windows operating system issues, mobile devices, peripheral devices, and perform hardware repairs and upgrades when appropriate.
• Maintain accurate inventory records of IT assets.
• Network & Connectivity Support:
  Troubleshoot wired and wireless connections, VPN access, Wi‑Fi configuration, and basic network diagnostics.
• Support remote access solutions and monitor network performance issues.
• Enterprise Application Support:
  Provide first‑level support for the Electronic Health Records (EHR) system, HRIS, accounting system users, and facilitate application installations and updates.
• Security & Compliance Support:
  Promote cybersecurity awareness, assist with password management, report potential security incidents, support HIPAA and data privacy compliance, and participate in security audits.
• Training & Knowledge Sharing:
  Deliver informal training and guidance, create user documentation, facilitate new employee onboarding, and share knowledge with the IT team.
• Facilities & Infrastructure Support:
  Maintain conference room technology, support telecommunications systems, perform cable management, and monitor local servers and backup systems.
• Collaboration & Communication:
  Maintain regular communication with the IT Manager, collaborate with IT team members, participate in IT meetings, and serve as a positive ambassador for the IT department.

Full‑time employees (working 30 or more hours a week) are eligible for a benefits package that includes paid holidays, vacation, sick pay, health, dental, vision, life, and short‑term disability insurance coverage.

Associate degree in Information Technology, Computer Science, or related field preferred; equivalent combination of education and technical experience will be considered. 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…