Senior Specialist, Technical Support

Who We Are: Our vision is to grant the wish of every eligible child. Through our mission, we are uniting communities to grant life-changing wishes. As the world’s largest wish-granting organization, we strive to create a sense of community and an environment where we warmly embrace our wish families, volunteers, and colleagues. Joining Make-A-Wish means becoming part of a mission that believes in the power of a wish. Location: Remote positions are open to applicants based anywhere in the continental U.S. Hybrid positions are open to applicants based in the Phoenix, Arizona area. Applicants must be authorized to work for ANY employer in the U.S. We do not sponsor employment visas or other immigration processes to attain or maintain employment eligibility. The Team: Make-A-Wish America is the national headquarters for our organization, providing resources and support for our Chapters around the country. The Information Technology team is comprised of a diverse team of technologists responsible for building and operating the technologies that enable Make-A-Wish to grant the wish of every eligible child. The Role: This role assists in the procurement, installation, and life-cycle maintenance of IT hardware and software (PCs, peripherals, operating systems, telecom equipment, and other software). Participates in the day-to-day operations of the helpdesk, ensuring prompt, accurate, and courteous call resolution resulting in overall client satisfaction. Knowledge and Abilities • Demonstrated successful problem-solving abilities. • Possess strong written and verbal communication skills. Exhibit ability to translate technical concepts into laymen’s terms. • Engage effectively with professionals at all levels of the organization. • Organize work, prioritize and make timely decisions with sound judgment. • Expert level in deploying, configuring and resolving issues across Windows and macOS platforms in end-user environments. • Advanced administration of the Microsoft 365 suite—including Exchange Online, Teams, SharePoint, and OneDrive—with proven ability to manage user access, enforce security policies, and optimize service configurations across enterprise settings • Strong expertise in device and endpoint management using Microsoft Intune and Azure AD, complemented by hands-on proficiency in Print Management tools to support scalable, secure infrastructure Duties and Responsibilities • Installs, and maintains IT hardware and software to meet the Make-A-Wish Foundation’s needs and keep the organization functioning at optimal capacity. • Provides technical support that requires an on-site presence (server, network, PC, or telecom equipment failure). Performs software/hardware troubleshooting, patches, and reinstallations. • Maintains Active Directory accounts, creating, disabling, deleting, and assigning permissions. • Performs back-up and data recovery using Backup Exec, tape drives, and offsite storage. • Manage and maintain email accounts including permissions, mailbox size, Outlook Web Access, and mobile device set-up. • Participates in the daily operation of the Helpdesk, ensuring calls are handled and resolved in a prompt, accurate, and courteous manner. • Analyzes technical trends and metrics on helpdesk issues providing detail reports. • Provide end users with information, support, and training on the organization’s products and services. • Assists with new office set-ups. Office expansions, including relocation, and/or installation of voice/data solutions, LAN and PC equipment. • Acts as support for disaster recovery solutions including off-site storage, backup/recovery platform maintenance, and documentation. • Serve as a technical mentor to Level 1 technicians by offering guidance and training. Qualifications • High school diploma or general education degree (GED) required; Bachelor’s degree in Computer Information Systems or related field preferred or equivalent work experience. • Minimum of 3+ years hands-on experience in a Help Desk or technical support environment supporting end-users across Windows and macOS environments. • Advanced knowledge and administration of Microsoft 365 suite required. • Experience in device and endpoint management using Microsoft Intune, Azure AD, and Print Management tools required. • Experience with Kaesya VSA, A+, NetPlus, MCSE preferred. Working Conditions • Ability to thrive in a remote environment • Some travel required. • Requires work outside a traditional Monday – Friday work week, and normal business hours. This Role's Hiring Range $56,300—$60,000 USD What We Offer: Benefits • Comprehensive benefit package, effective day 1: Medical, Vision*, Dental*, Wellness • Competitive compensation with annual incentive potential • Health Savings Account and Flexible Spending Account Options • Health Reimbursement Account fully funded by Make-A-Wish America • Short Term Disability*, Long Term Disability* and Life Insurance • Additional Insurance Plans: Accident, Critical Illness, Hospital Indemnity, Pet Insurance through Figo • 401(k) Retirement Savings Plan with 5% match after one year of service • Eligibility for student loan forgiveness through the Public Service Loan Forgiveness Program • The organization will send a laptop, 24” monitor, and a docking station/adaptor to new hires Time Off • Up to 15 PTO days • 10 Sick Days • 11 Paid Holidays • 2 Volunteer Days after one year of service • 2 Personal Days accrued annually • Parental Leave Also... • Employee Awards and Recognition Programs • Individual and Leadership Development • Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets • Monthly premiums paid for the employee for vision, dental, and short/long term disability. 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