Administration - Technology Support Specialist (Reno)

Volunteers of America Northern California & Northern Nevada•Reno, NV

1d•$30 - $30•Onsite

About The Position

Volunteers of America Northern California & Northern Nevada (VOA-NCNN), a Certified Great Place to Work, is recruiting for a full-time Technology Support Specialist for our northern Nevada region. This role is based at our Reno office and serves as the first point of contact for technology assistance, ensuring staff have the tools, systems, and support needed to deliver services. The position supports users of all technical skill levels, demonstrates flexibility, and works closely with the IT Manager as the local technology presence for Northern Nevada operations.

Requirements

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 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 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.
Experience with video conferencing platforms (Zoom, Microsoft Teams) and conference room technology support.
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.
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.
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.
Local travel to Northern Nevada program sites for onsite support and occasional travel to Sacramento CA 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.

Nice To Haves

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.

Responsibilities

Provide exceptional, empathetic technical support to staff members in person, via phone, email, and remote support tools.
Serve as the primary onsite technology resource for the Reno office and Northern Nevada program sites.
Respond promptly to help desk tickets and support requests, prioritizing issues based on business impact.
Maintain a professional, patient, and positive demeanor when assisting users.
Provide clear, jargon-free explanations of technical issues and solutions.
Document all support interactions, resolutions, and common issues in the IT ticketing system.
Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
Assist with user account provisioning, password resets, and access management in Microsoft Entra ID (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 OneDrive file synchronization, SharePoint document libraries, and cloud storage best practices.
Perform desktop and laptop setup, configuration, and deployment for new staff members.
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.
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.
Maintain accurate inventory records of IT assets including computers, monitors, peripherals, and software licenses.
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.
Perform basic network diagnostics including IP configuration, DNS troubleshooting, and connectivity testing.
Support remote access solutions ensuring staff can securely connect to organizational resources.
Monitor and report network performance issues, outages, or suspicious activity to the IT Manager.
Provide first-level support for the Electronic Health Records (EHR) system.
Support Human Resources Information System (HRIS) and accounting system users with access, navigation, and basic troubleshooting.
Assist with application installations, updates, and configuration for business-critical software.
Document application-specific issues and user feedback, communicating trends to the IT Manager.
Coordinate with application vendors and support teams to facilitate issue resolution.
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.
Support HIPAA and data privacy compliance by ensuring proper handling of sensitive information.
Participate in security audits and compliance reviews.
Deliver informal training and guidance to staff on technology tools, applications, and best practices.
Create and maintain user-friendly documentation including quick reference guides, how-to articles, and FAQ resources.
Facilitate new employee technology onboarding.
Share knowledge with IT team members.
Maintain conference room technology including video conferencing equipment, projectors, displays, and audio systems.
Support telecommunications systems including desk phones, voicemail, and unified communications platforms.
Perform basic cable management, equipment moves, and workspace technology setup.
Monitor and maintain local servers, network equipment, and backup systems.
Coordinate with building management and vendors for internet service, telecom maintenance, and facility-related technology issues.
Maintain regular communication with the IT Manager, providing updates on support activities and technology needs.
Collaborate with IT team members to share knowledge, coordinate projects, and ensure consistent service delivery.
Participate in IT department meetings, training sessions, and planning activities.
Build collaborative relationships with program leaders and administrative staff.
Serve as a positive ambassador for the IT department.