Senior Technical Support Specialist

Overview 

“Go where ever we are needed and do whatever comes to mind.”

- Ballington & Maud Booth, Founders

 Volunteers of America (VOA) is a faith-based, nationwide nonprofit organization dedicated to helping those in need rebuild their lives and reach their full potential. The VOA network includes more than 16,000 full-time professionals empowering 1.5 million people annually through our 30 affiliates in 46 states. We provide hundreds of service programs, including those for seniors and people with disabilities, those experiencing homelessness, and those recovering from addiction. VOA is one of the nation’s most comprehensive human services charities, offering programs for communities, individuals, and families.

VOA is seeking a Senior Technical Support Specialist to provide advanced technical support, systems management and IT security leadership. The selected candidate will ensure the integrity, security and performance of enterprise IT systems and infrastructure, with a strong focus on Microsoft 365, Azure Entra (formerly Azure Active Directory), cybersecurity best practices and the NIST Cybersecurity Framework (CSF) 2.0. The person in this role will also serve as an escalation point for complex IT issues, lead troubleshooting efforts, support cloud and on-premise environments, and ensure alignment with organizational compliance and technology standards.

This position is Full-Time (up to 40 hours per week) and is fully On-Site

Primary Responsibilities:  

• Provide Tier 2 and Tier 3 support for Microsoft 365 environments, including Exchange, SharePoint, Teams, Power Platform and OneDrive
• Administer and troubleshoot Azure Entra ID (formerly Azure Active Directory), including identity management, conditional access, MFA and role-based access controls
• Develop, implement and maintain IT security policies and protocols in line with NIST CSF 2.0 standards
• Lead incident response and remediation of security threats or technical disruptions
• Configure and manage Endpoint Manager (Intune) and Microsoft Defender for Endpoint
• Support networking environments including routing, switching, VPNs, wired, wireless and cellular connectivity
• Participate in IT project planning, change management and process improvements
• Participate in inventory management and asset lifecycle tracking
• Manage backup, restore, disaster recovery and data archival processes
• Support Dynamics 365 and custom Power Apps/Power BI solutions
• Support e-Discovery and Universal Print environments
• Provide in-depth end-user support in both Windows and Mac environments
• Monitor system performance and proactively resolve issues to ensure high availability
• Ensure compliance with relevant regulatory and security frameworks (e.g., HIPAA, NIST, GDPR)
• Provide mentorship and guidance to junior support staff and IT team members
• Collaborate across departments and with external vendors to ensure technology alignment with organizational goals
• Conduct training sessions and documentation for technical procedures and best practices
• Perform other duties as assigned

Required Knowledge, Skills and Abilities:

• Extensive experience with Microsoft 365 administration, Azure Entra, Exchange Online, Intune, SharePoint, Teams and Power Platform
• Strong knowledge of cybersecurity frameworks, especially NIST CSF 2.0
• Experience with system security tools, compliance monitoring and vulnerability remediation
• Excellent troubleshooting skills across hardware, software, networking and cloud systems
• Strong understanding of hybrid cloud environments and identity management
• Exceptional communication, documentation and customer service skills
• Proven ability to lead initiatives and collaborate effectively across teams
• Ability to work independently and make informed decisions under pressure
• Flexible work hours and the ability to travel as needed

Qualifications:

Physical Capabilities:

• Lifting: Requires lifting materials up to 10 lbs.
• Ability to stand or sit at a computer for prolonged periods

Working Conditions:

• The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This position will take place primarily in an office setting.

Education And Experience:

• Bachelor’s degree in Information Systems, Computer Science or related field (required)
• Minimum of 5 years’ experience in IT support or systems administration, with increasing responsibilities
• Industry certifications (preferred): Microsoft Certified: Enterprise Administrator Expert, Azure Administrator Associate, CompTIA Security , CISSP or equivalent

Equal Opportunity Employer/Protected Veterans/Individuals With Disabilities

Employment with VOA is contingent upon successful completion of a background check, which may include, but is not limited to, contacting your professional references, verification of previous employment, education and credentials, a criminal background check and a department of motor vehicle (DMV) check if applicable. Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Senior Vice President of Human Resources.