Technical Support Specialist

Position: Technical Support Specialist I
Job Summary The Technical Support Specialist I provides technical support to end users and assists in maintaining the organization’s technology systems and applications. This entry-level role is primarily responsible for troubleshooting hardware, software, and application issues and supporting user account management. The role will occasionally assist the Manager of Technical Support Services with technical equipment setup for new employees, monthly hardware inventory, system implementations, and data integrity initiatives.

This position offers an opportunity to develop technical skills while working in a collaborative, service-oriented environment.

Duties and Responsibilities

Essential Functions and Responsibilities include the following:

Provide first-level technical support for hardware, software, and application issues

Respond to and resolve service requests using a help desk or ticketing system (Happy Fox)
Troubleshoot and diagnose technical issues and escalate when necessary

Assist with user account setup, access control, and permission management

Support enterprise applications and systems such as:
Blackbaud CRM and FENXT, Salesforce, Slack, Zoom, Microsoft
365, Microsoft Admin Center Work with third-party vendors to resolve system issues

Participate in testing, training, documentation, and implementation of new systems

Maintain accurate documentation of incidents, resolutions, and procedures

Assist with data integrity, validation, and basic data analysis tasks

Collaborate with team members and other departments to support business operations

Continuously develop technical knowledge and skills

Qualifications

Education, Experience and

Competencies:

Minimum Qualifications Bachelor’s degree in Management Information Systems, Computer Science, or related field, or equivalent combination of education and experience0 to 2 years of experience in IT support, help desk, or a related role Basic knowledge of computer hardware, operating systems, and mobile devices

Strong problem-solving and analytical skills

Effective verbal and written communication skills

Ability to provide professional and responsive customer support

Preferred Qualifications

Experience with help desk or ticketing systems

Familiarity with Microsoft 365, Active Directory, or similar platforms

Exposure to enterprise systems such as CRM or data management tools

Industry certifications (CompTIA A+, Network+, or equivalent)
Core Competencies Customer Service Problem Solving Communication Teamwork Attention  to Detail Adaptability Work  Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Office-based environment with cubicles and shared work spaces

Hybrid eligibility in accordance with organizational policy

Standard business hours with occasional flexibility

Limited travel may be required

Physical Demands While performing the responsibilities of the job, the employee is required to talk and hear. This position primarily involves working at a computer for extended periods of time. The employee is regularly required to sit, use hands and fingers, and communicate verbally and in writing. Occasional standing and walking may be required. Reasonable accommodations will be provided to enable qualified individuals with disabilities to perform the essential functions of this role.

Additional Information This job description is intended to describe the general nature and level of work being performed. It is not intended to be a comprehensive list of all responsibilities, duties, or skills required. Responsibilities may change at any time based on organizational needs.
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