Technology Support Specialist

Responsibilities Provide exceptional, empathetic technical support to staff members in person, via phone, email, and remote support tools. Serve as the primary onsite technology resource for the Reno office and Northern Nevada program sites. Respond promptly to help desk tickets and support requests, prioritizing issues based on business impact. Maintain a professional, patient, and positive demeanor when assisting users. Document all support interactions, resolutions, and common issues in the IT ticketing system. Support Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive. Assist with user account provisioning, password resets, and access management in Microsoft Entra ID. Perform desktop and laptop setup, configuration, and deployment for new staff members. Troubleshoot Windows operating system issues including performance problems, application errors, driver conflicts, and system crashes. Support mobile devices including smartphones and tablets. Support network connectivity issues including wired and wireless connections, VPN access. Provide first-level support for the Electronic Health Records (EHR) system. Promote cybersecurity awareness by educating users on phishing threats and password security. Deliver informal training and guidance to staff on technology tools, applications, and best practices. Maintain conference room technology including video conferencing equipment, projectors, displays. Requirements Associate degree in Information Technology, Computer Science, or related field preferred. 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. 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 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. Professional certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Fundamentals, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation preferred. 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. #J-18808-Ljbffr