Technical Support Specialist I

Job Summary

The Technical Support Specialist I provides technical support to end users and assists in maintaining the organization’s technology systems and applications. This entry-level role is primarily responsible for troubleshooting hardware, software, and application issues and supporting user account management. The role will occasionally assist the Manager of Technical Support Services with technical equipment setup for new employees, monthly hardware inventory, system implementations, and data integrity initiatives. This position offers an opportunity to develop technical skills while working in a collaborative, service-oriented environment.

Duties and Responsibilities

Essential Functions and Responsibilities include the following:

• Provide first-level technical support for hardware, software, and application issues
• Respond to and resolve service requests using a help desk or ticketing system (HappyFox)
• Troubleshoot and diagnose technical issues and escalate when necessary
• Assist with user account setup, access control, and permission management
• Support enterprise applications and systems such as: Blackbaud CRM and FENXT, Salesforce, Slack, Zoom, Microsoft365, Microsoft Admin Center
• Work with third-party vendors to resolve system issues
• Participate in testing, training, documentation, and implementation of new systems
• Maintain accurate documentation of incidents, resolutions, and procedures
• Assist with data integrity, validation, and basic data analysis tasks
• Collaborate with team members and other departments to support business operations
• Continuously develop technical knowledge and skills

Qualifications

Education, Experience and Competencies:

Minimum Qualifications:

• Bachelor’s degree in Management Information Systems, Computer Science, or related field, or equivalent combination of education and experience
• 0 to 2 years of experience in IT support, help desk, or a related role
• Basic knowledge of computer hardware, operating systems, and mobile devices
• Strong problem-solving and analytical skills
• Effective verbal and written communication skills
• Ability to provide professional and responsive customer support

Preferred Qualifications

• Experience with help desk or ticketing systems
• Familiarity with Microsoft 365, Active Directory, or similar platforms
• Exposure to enterprise systems such as CRM or data management tools
• Industry certifications (CompTIA A+, Network+, or equivalent)

Core Competencies

• Customer Service
• Problem Solving
• Communication
• Teamwork
• Attention to Detail
• Adaptability

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Office-based environment with cubicles and shared workspaces
• Hybrid eligibility in accordance with organizational policy
• Standard business hours with occasional flexibility
• Limited travel may be required

Physical Demands

While performing the responsibilities of the job, the employee is required to talk and hear. This position primarily involves working at a computer for extended periods of time. The employee is regularly required to sit, use hands and fingers, and communicate verbally and in writing. Occasional standing and walking may be required. Reasonable accommodations will be provided to enable qualified individuals with disabilities to perform the essential functions of this role.

Additional Information

This job description is intended to describe the general nature and level of work being performed. It is not intended to be a comprehensive list of all responsibilities, duties, or skills required. Responsibilities may change at any time based on organizational needs.