Administration - Technology Support Specialist

Overview

WHO WE ARE: We are more than a nonprofit organization. We are a ministry of service that includes nearly 400 paid, professional employees dedicated to helping those in need to rebuild their lives and reach their full potential. Founded locally in 1911, the Northern California & Northern Nevada affiliate of Volunteers of America (VOA-NCNN) is one of the largest providers of social services in the region, operating more than 40 programs including housing, employment services, substance abuse, and recovery services to families, individuals, veterans, seniors, and youth. In fact, VOA-NCNN provides shelter or housing to over 3,500 men, women, and children every night.

 

OUR MISSION: To change individual lives, instill hope, increase self-worth and facilitate independence through quality housing, employment, and related supportive services. Volunteers of America Northern California & Northern Nevada inspires self-sufficiency, dignity, and hope by providing critical health and human services to thousands of vulnerable individuals and families across Northern California & Northern Nevada.

 

PROGRAM AND LOCATION: VOA-NCNN, a Certified Great Place to Work, is recruiting for a full-time Technology Support Specialist (Reno) position in Northern Nevada. Full-time employees (working 30 or more hours a week) are eligible for a benefits package that includes paid holidays, vacation, sick pay, health, dental, vision, life, and short-term disability insurance coverage.

 

Responsibilities

POSITION SUMMARY:

The Technology Support Specialist is a customer-focused technical professional dedicated to providing exceptional IT support to VOA NCNN staff and programs in Northern Nevada. Based on site at our Reno office, this role serves as the first point of contact for technology assistance, ensuring that staff members have the tools, systems, and support they need to deliver compassionate, effective services to the individuals and families we serve.

 

This position supports users of all technical skill levels; demonstrates flexibility in addressing diverse technology challenges. The Technology Support Specialist works closely with the IT Director and serves as the local technology presence for our Northern Nevada operations, building trusted relationships with staff while maintaining technical excellence.

 

OBJECTIVES/ACTIVITIES:

A. Customer Service & User Support1. Provide exceptional, empathetic technical support to staff members in person, via phone, email, and remote support tools, ensuring all users feel valued and supported regardless of their technical proficiency.2. Serve as the primary onsite technology resource for the Reno office and Northern Nevada program sites, building strong relationships with staff and understanding their unique technology needs.3. Respond promptly to help desk tickets and support requests, prioritizing issues based on business impact and ensuring timely resolution or appropriate escalation.4. Maintain a professional, patient, and positive demeanor when assisting users, recognizing that technology challenges can be stressful for staff working in high-pressure human services environments.5. Provide clear, jargon-free explanations of technical issues and solutions, empowering users to develop their technology skills and confidence.6. Document all support interactions, resolutions, and common issues in the IT ticketing system to build organizational knowledge and improve service delivery.

 

B. Microsoft 365 & Cloud Services Support1. Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive, assisting users with functionality, troubleshooting, and best practices.2. Assist with user account provisioning, password resets, and access management in Microsoft Entra ID (Azure Active Directory) under IT Director guidance.3. Configure and troubleshoot email clients, calendar sharing, distribution lists, and Microsoft Teams collaboration features to enhance staff productivity.4. Support multi-factor authentication (MFA) enrollment and troubleshooting, helping users understand and navigate security requirements.5. Assist users with OneDrive file synchronization, SharePoint document libraries, and cloud storage best practices to ensure data accessibility and compliance.

C. Hardware & Endpoint Support1. Perform desktop and laptop setup, configuration, and deployment for new staff members, ensuring workstations are properly configured with required software and security settings.2. Troubleshoot Windows operating system issues including performance problems, application errors, driver conflicts, and system crashes.3. Support mobile devices including smartphones and tablets,