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.

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 Support
1. 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 Support
1. 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 Support
1. 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, assisting with email configuration, app installation, and connectivity issues for iOS and Android platforms.
4. Install, configure, and troubleshoot peripheral devices including printers, scanners, webcams, headsets, and other office equipment.
5. Perform hardware repairs and upgrades such as memory installation, hard drive replacement, and component troubleshooting when appropriate.
6. Maintain accurate inventory records of IT assets including computers, monitors, peripherals, and software licenses assigned to Reno location staff.

D. Network & Connectivity Support
1. Troubleshoot network connectivity issues including wired and wireless connections, VPN access, and internet connectivity problems.
2. Assist users with Wi-Fi configuration, network authentication, and connectivity optimization for laptops and mobile devices.
3. Perform basic network diagnostics including IP configuration, DNS troubleshooting, and connectivity testing to isolate and resolve issues.
4. Support remote access solutions ensuring staff can securely connect to organizational resources from home or field locations.
5. Monitor and report network performance issues, outages, or suspicious activity to the IT Director for investigation and resolution.

E. Enterprise Application Support
1. Provide first-level support for the Electronic Health Records (EHR) system, assisting clinical and program staff with login issues, basic functionality questions, and common errors.
2. Support Human Resources Information System (HRIS) and accounting system users with access, navigation, and basic troubleshooting, escalating complex issues appropriately.
3. Assist with application installations, updates, and configuration for business-critical software used across VOA NCNN programs.
4. Document application-specific issues and user feedback, communicating trends and recurring problems to the IT Director for systemic resolution.
5. Coordinate with application vendors and support teams to facilitate issue resolution, serving as liaison between users and technical support resources.

F. Security & Compliance Support
1. Promote cybersecurity awareness by educating users on phishing threats, password security, data protection practices, and organizational security policies.
2. Assist users with security-related tasks including password management, multi-factor authentication setup, and secure file sharing practices.
3. Identify and report potential security incidents including suspicious emails, malware infections, or policy violations to the IT Director immediately.
4. Support HIPAA and data privacy compliance by ensuring proper handling of sensitive information during support activities and reinforcing data security best practices with staff.
5. Participate in security audits and compliance reviews by providing documentation, evidence of security controls, and assistance to auditors as directed by IT Director.

G. Training & Knowledge Sharing
1. Deliver informal training and guidance to staff on technology tools, applications, and best practices, adapting instruction style to individual learning needs and technical backgrounds.
2. Create and maintain user-friendly documentation including quick reference guides, how-to articles, and FAQ resources for common technology tasks and issues.
3. Facilitate new employee technology onboarding, ensuring staff understand organizational systems, tools, and technology policies from day one.
4. Share knowledge with IT team members, contributing to the collective expertise and continuous improvement of technical support services.

H. Facilities & Infrastructure Support
1. Maintain conference room technology including video conferencing equipment, projectors, displays, and audio systems to support meetings and telehealth services.
2. Support telecommunications systems including desk phones, voicemail, and unified communications platforms.
3. Perform basic cable management, equipment moves, and workspace technology setup to accommodate organizational changes and new staff.
4. Monitor and maintain local servers, network equipment, and backup systems in collaboration with IT Director and managed service providers.
5. Coordinate with building management and vendors for internet service, telecom maintenance, and facility-related technology issues.

I. Collaboration & Communication
1. Maintain regular communication with the IT Director, providing updates on support activities, emerging issues, and technology needs in Northern Nevada.
2. Collaborate with IT team members in Sacramento and other locations to share knowledge, coordinate projects, and ensure consistent service delivery across the organization.
3. Participate in IT department meetings, training sessions, and planning activities to stay informed about organizational technology initiatives and strategies.
4. Build collaborative relationships with program leaders and administrative staff to understand their technological needs and proactively address challenges.
5. Serve as a positive ambassador for the IT department, fostering trust and demonstrating that technology is an enabler of the organization's mission.

EQUIVALENT EDUCATION AND EXPERIENCE:

Associate degree in Information Technology, Computer Science, or related field preferred; equivalent combination of education and technical experience will be considered. Minimum 2-3 years of hands-on experience in technical support, help desk, or IT support role providing direct assistance to end users required. Demonstrated experience supporting diverse user populations including staff with varying levels of technical expertise required. Experience working in healthcare, nonprofit, or human services organizations strongly preferred. Strong proficiency required with Microsoft 365 suite including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive. Solid understanding of Microsoft Entra ID (Azure Active Directory) user administration, password management, and basic identity management concepts. Expert knowledge of Windows 10/11 operating systems including installation, configuration, troubleshooting, and performance optimization. Experience supporting iOS and Android mobile devices including email configuration, app management, and basic troubleshooting. Working knowledge of networking concepts including TCP/IP, DNS, DHCP, Wi-Fi. Proficiency in hardware troubleshooting and repair including desktops, laptops, printers, and common peripherals. Familiarity with remote support tools, ticketing systems, and IT service management practices. Basic understanding of cybersecurity principles including phishing awareness, password security, multi-factor authentication, and data protection. Experience with video conferencing platforms (Zoom, Microsoft Teams) and conference room technology support. Exceptional customer service skills with proven ability to remain patient, empathetic, and professional when assisting frustrated or stressed users. Outstanding communication skills with ability to explain technical concepts in clear, non-technical language appropriate to the audience. Strong active listening skills to accurately understand user issues, ask clarifying questions, and identify root causes of technical problems. Excellent problem-solving abilities with methodical approach to troubleshooting and attention to detail in documenting solutions. Ability to prioritize multiple support requests, manage time effectively, and maintain composure during high-volume periods. Self-motivated with ability to work independently as the primary technology resource in Reno while maintaining strong collaboration with remote IT team members. Professional demeanor with understanding that technological support is critical to enabling staff to serve vulnerable populations effectively. Adaptability and flexibility to handle diverse technology challenges, learn new systems quickly, and adjust approach based on user needs. Understanding HIPAA privacy and security requirements with commitment to protecting sensitive health and personal information encountered during support activities. Demonstrated integrity, confidentiality, and trustworthiness when handling sensitive organizational data and user information. Commitment to following IT policies, security protocols, and organizational standards without exception. Professional certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Fundamentals, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation preferred. Experience supporting Electronic Health Records (EHR) systems or other healthcare IT applications in clinical environments preferred. Knowledge of HRIS platforms, accounting systems, or other enterprise business applications preferred. Experience with Microsoft Intune, endpoint management, or mobile device management (MDM) solutions preferred. Familiarity with PowerShell scripting or automation tools for routine IT tasks is preferred. Experience with ticketing systems such as ServiceNow, Zendesk, Freshdesk, or similar IT service management platforms preferred. Background supporting hybrid workforce models with remote and onsite staff members strongly preferred. Knowledge of telehealth technologies and behavioral health software applications preferred.

PHYSICAL REQUIREMENTS:

Occasional local travel to Northern Nevada program sites for onsite support is required; valid Nevada driver's license, reliable transportation, and ability to meet the organization’s insurance carrier guidelines are required.
Hands-on work including equipment setup, cable management, hardware repairs, and occasional lifting of technology equipment up to 50 pounds.
Ability to work under desks and on step ladders, move equipment, and perform physical tasks associated with technology installation and maintenance.
Flexibility to occasionally respond to urgent technology issues outside normal business hours or provide after-hours support for critical systems.
Standard office environment with extended computer use and significant time interacting with staff members throughout the building.
Ability to sit, stand, walk, and move about facilities as needed throughout the workday to provide onsite support.