Technical Support Specialist II

At St. Mary’s Food Bank , we’re more than just a place to work — we’re a team on a mission:
Bridging the gap for Arizona communities with nourishment for today and hope for tomorrow.

Every day, thousands of Arizonans c ount on us for much needed food — and every team member plays a role in making that happen. Whether you’re in a warehouse, an office, or out in the community, the work you do here directly helps someone in need.

If you’re ready to put your passion to work and be part of a team that cares deeply about the community, we have opportunities waiting for you.

Let’s make a difference together.

• An employee-only medical plan at no cost to you
• Four low-cost employee-only, spouse and/or family member medical plan
• Health Savings Account (HSA) generously funded by the employer
• Flexible Spending Account
• Basic Life and AD&D Insurance
• Short & Long Term Disability

• 15 PTO days, accrued bi-weekly, that increases with length of service
• 40 hours of Personal/Sick time
• 8 Paid Holidays
• Competitive Pay
• Tuition Reimbursement Program
• Employee Referral Bonus Program
• 401(k) Retirement Savings Plan with a generous employer match
• Parties & Events
• Wellness Program
• Employee Engagement Committee
• Employee Assistance Program

The Technical Support Specialist II. for St. Mary’s Food Bank (SMFB) provides client support for desktop-based software applications, hardware configurations and system analysis; provides assistance and solutions for integration between desktop and SMFB’s specific applications. Analyzes and documents current systems and procedures. Develops, documents, and implements strategies, standards, and procedures to be used by the technology team inside and outside of the department and across SMFB.

May manage, design and engineer projects as they relate to the desktop infrastructure. The ideal individual will serve as a positive voice in an ever-changing environment and act as a proactive change agent, driving the company's continuous improvement and innovation initiatives.

Essential Functions

• Maintain day-to-day help desk functions and aid in streamlining processes when applicable.
• Provide proper troubleshooting, resolution, root cause, documentation, escalation, and closure of helpdesk support tickets.
• Troubleshoots various software configurations/features including operating systems, applications, word processing, spreadsheets, databases, and networking on all platforms that SMFB supports.
• Installs and configures software applications/operating systems and network clients to operate properly on SMFB’s network, which includes handheld devices, Linux, Google, Apple, and Microsoft.
• Researches the latest product patches and fixes through web access and telephone. Consults with leadership and staff on what computer systems and software to purchase.
• Respond to requests for technology support, visualizes the problem and responds to the user with a clear, concise, and easy to understand solution to their problem.
• Examples of assignments may include teaching employees how to use and access applications, acting as system administrator for the Information Technology Team, software testing and packaging for desktop delivery, anti-virus software management, maintaining a department server, and user account requests.
• This position has contact both physically and logically with nearly every department across the SMFB Organization. Problems need to be addressed quickly and effectively.
• Associations are maintained with vendors for technical support. This position also works with external interfaces as required to support unique applications, system upgrades and issues encountered by SMFB end-users.
• Act as an escalation point to other IT employees.

Performs all…