[Hiring] Senior Specialist, Technical Support @Make-A-Wish America

Role Description

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.

• 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.

Requirements

• 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.

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
• 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
• Employee Awards and Recognition Programs
• Individual and Leadership Development
• Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets