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Specialist, Technical Support

Phoenix, AZ

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 Role:

Knowledge and Abilities

  • Demonstrated successful problem-solving abilities.
  • Posses strong written and verbal communication skills. Exhibit ability to translate technical concepts into laymen’s terms.
  • Engage effectively with professionals at all levels or the organization.
  • Organize work, prioritize and make timely decisions with sound judgement.
  • Demonstrated experience in supporting the deployment, configuration, and troubleshooting of Windows and macOS systems in end-user environments.
  • Strong working knowledge of Microsoft Intune and Azure AD for device and user management, including hands-on experience in SharePoint and Print Management tools.

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 on servers, networks, PCs, or telecom equipment.
  • 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.
  • Maintains 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.
  • 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.
  • Performs other job-related duties, as assigned.

Qualifications

  • Located in Phoenix, AZ or surrounding areas.
  • High school diploma or general education degree (GED) required; Bachelor’s degree in Computer Information Systems or related field preferred.
  • Minimum of 1-year hands-on experience in a Help Desk or technical support environment supporting end-users across Windows and macOS environments.
  • Advanced knowledge of Microsoft 365 suite required.
  • Knowledge of Microsoft Intune and Azure AD for device and user management, including hands-on experience in SharePoint and Print Management tools required.

Working Conditions

  • Ability to thrive in a remote environment
  • Some travel required.
  • May require work outside a traditional Monday – Friday work week, and normal business hours.

This Role's Hiring Range

$51,200 - $53,200 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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