Technical Support Lead - Full Time

Volunteers of America Norther New England is hiring for a full-time Help Desk Administrator!

VOA is an agency that measures its success on changed lives. Our staff work daily to make a difference in our northern New England communities. We strive to help the most vulnerable. We have a culture that has been deemed and certified by our staff to be highly welcoming of all, allowing our employees to be their best, most authentic selves.

VOA is looking for a Technical Support Lead to join our Technology Department. In this role, you will be responsible for providing front-line technical support and use of technology training to our staff. This includes troubleshooting software and hardware issues, providing training on new technologies, and managing several vendor relationships. You will also be responsible for help in maintaining our IT infrastructure and ensuring that our systems are reliable and secure.

Responsibilities:

• Issue Resolution: Act as the escalation point for complex technical problems. Troubleshoot and resolve issues related to hardware, software, and IT processes.
• Communication: Maintain clear and effective communication with team members and end-users. Provide timely updates on issue status and resolution.
• Process Improvement: Work with the VP of Technology to identify and implement process and software improvements to enhance the efficiency and effectiveness of the helpdesk operations.
• RMM Software Management: Utilize Remote Monitoring and Management (RMM) software to monitor system performance, deploy updates, and resolve technical support issues remotely.
• Provisioning: Oversee the provisioning and configuration of computers and other IT equipment for new and existing employees.
• Microsoft 365 Management: Administer and support Microsoft 365 services (Office/Exchange and Azure Active Directory), including user management, troubleshooting, and optimization.
• Documentation: Ensure accurate and up-to-date documentation of all support activities, including troubleshooting steps, solutions, and knowledge base entries.
• Collaboration: Work closely with other IT teams and departments to resolve cross-functional issues and support organizational goals.
• Vendor Administration: Coordinate and manage relationships with IT vendors. Monitor vendor performance and address any issues or concerns. Track and manage vendor invoices and payments. Research and evaluate new IT vendors and technologies.

Qualifications:

• Strong technical expertise in hardware, software, and networking technologies.
• Proven experience in troubleshooting and resolving complex technical issues.
• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Proficiency in Microsoft 365 administration.
• A passion for helping others and providing exceptional customer service.

Benefits:

• Competitive salary.
• Comprehensive benefits package.
• Generous paid time off.
• Professional development opportunities.
• Work with a great team of people who are passionate about making a difference.

VOA Northern New England is pleased to offer individual medical insurance at under $20/pay period for Full-Time employees.

Generous PTO, earned sick time, earned sabbaticals, HSA (employer contributes), vision, dental, discounts, Fitbit, & subscriptions via our partnership, wellness reimbursement, tuition reimbursement, 403B with up to 3% match, life insurance, career growth, free professional mental health counseling, and so much more!

VOA Northern New England is proud to be a certified Great Place to Work organization, May 2024-May 2025.

Volunteers of America is an equal opportunity employer; and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic .

Apply Today!

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

License/Certification:

• Maine Driver's License (Required)

Ability to Commute:

• Brunswick, ME (Required)

Work Location: Hybrid remote in Brunswick, ME

Salary : $50,000 - $60,000