Tier 2 Support Coordinator

Special Olympics Northern California•Pleasant Hill, CA

About The Position

The Tier 2 Technical Support Coordinator is the first point of contact for internal users seeking technical assistance at Special Olympics Northern California. This role focuses on quickly assessing issues, system/data maintenance, providing effective troubleshooting, and ensuring a positive technology support experience. The Tier 2 Technical Support Coordinator will handle incoming requests, document solutions, help maintain and/or improve existing systems and escalate more complex problems to the Sr. Director, IT when needed. The Tier 2 Technical Support Coordinator will be adept at problem-solving, communication, and helping people with technical/IT difficulties so they can get back to work quickly, with minimal interruption or delay. The Tier 2 Technical Support Coordinator will also oversee small to medium-sized projects with support from the Sr. Director, IT. Residency Requirement: Candidates should live within a commutable distance to the Pleasant Hill office.

Requirements

Strong customer service and communication skills (verbal and written).
Intermediate to advanced understanding of: Windows/MacOS Microsoft Office 365 Office applications Teams Exchange Sharepoint Power Automate Office 365 Admin and configuration Defender Purview Email management and security Azure Entra Intune Endpoint manager Policy management Autopilot Salesforce CRM Box Networking Fundamentals (TCP/IP, DNS, Wifi)
Basic understanding of MS Azure
API, SSO, OAuth
Must have reliable transportation as may need to travel to other regional SONC offices as IT needs require.
Ability to troubleshoot common software and hardware issues.
Strong organizational, process creation, and documentation skills.
Attention to detail is a must.
3-5 years of “hands-on” experience providing IT support.
Ability to work independently and as part of a team.
Willingness to learn new systems and grow as an IT professional.
Excellent prioritization and multi-tasking skills.
Possess a passion for SONC’s mission!

Responsibilities

Respond to support requests via phone, email, chat, or ticketing system (SharePoint).
Provide basic troubleshooting for hardware, software, network connectivity, and account access issues (such as password reset assistance).
Guide users through step-by-step solutions with clarity and patience from start to finish.
Provide daily system checks and maintenance.
Create, update, and close IT Support tickets, ensuring each ticket is handled appropriately and updated with accurate documentation.
Escalate unresolved or complex issues to the Sr. Director, IT.
Execute on New Hire onboarding tasks such as account setup, device configuration and onboarding new staff.
Follow established procedures, Service Level Agreements (SLAs), and escalation paths.
Obtain and maintain knowledge of common issues, internal tools, and continually research, utilize, and support best practices as they relate to technology.
Contribute to a positive support experience by always communicating with users clearly and professionally.
Travel occasionally to regional offices (San Jose, Sacramento, Clovis) to provide IT support as needed.
Interact with departmental staff at all levels and collaborate to substantially add value to IT projects and/or systems SONC utilizes.
Ability to work independently on projects, meet deadlines, and appropriately allocate time to/prioritize duties.
Other duties as assigned.