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Technical Support Specialist, Level 1 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Category Information Technology  



JOB TITLE: Technical Support Specialist, Level 1

DEPARTMENT: Information Technology

REPORTS TO: Director, Information Technology


The Technical Support Specialist is responsible for first level technical support of the Local Area Network (LAN) and Wide Area Network (WAN) environments. Support will be provided in person at the satellite offices and residences as well as by phone and remotely. The position also assists in the administration of the LAN and WAN including data management, communications and security. This position requires long hours and weekend work at critical times.


  1. Provide End-User support for initial diagnosis, resolution and follow up of routine hardware and software problems; and communicates with End-User throughout to ensure satisfactory resolution of problem;
  2. Log and track Service Desk requests to ensure prompt resolution and service levels;
  3. Monitor and report on hardware, software and network resources to ensure a high level of performance, security and integrity;
  4. Provide hardware relocations and re-configurations; software and hardware upgrades and installations;
  5. Provide training and education to LAN/WAN End-Users as needed;
  6. Assist in malware and virus removal;
  7. Documents resolution information and procedures;


Possession of, or progression towards, a relevant tertiary qualification and/or relevant working experience;

2+ years experience in a Level 1 Technical Support role;

A+ Certification and MCP Certification desired;

Experience in hardware configuration, supporting LANs, Operating Systems and a variety of desktop software including Microsoft Office Suite, Microsoft Exchange, etc.;

Experience in administration of a LAN environment and a Citrix environment;

Experience in Security Administration utilizing Active Directory and Group Policy.


Technical capability

Customer service orientation

Analytical and problem-solving abilities

Attention to detail

Self motivated

Ability to effectively prioritize and execute tasks

Good communication and documentation skills

Valid driver's license


The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. While performing the duties of the job, the Technical Support Specialist is regularly required to talk or hear; is required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms; lift and transport heavy to moderately heavy objects such as computers and peripheral components.

The Technical Support Specialist is expected to work a flexible schedule based on the needs of the agency.

Position Requirements  
Full-Time/Part-Time Full-Time  
Work Location  
Division Unaccompanied Alien Children  
About the Organization It is our vocation to serve those in need, to aid those who desire help, and to guide those who seek better lives. Through supportive interventions, we provide help, create hope and preserve dignity.

We provide help by offering an array of services for underserved families and individuals with special needs. All that we do is delivered with care, compassion, and respect, to address fundamental challenges, improve well-being and increase self-sufficiency.

We create hope by strengthening and empowering families and individuals in need. By providing shelter, care, treatment, rehabilitation, counseling, training, and connection to high quality allied services, we produce holistic solutions that enhance each person’s physical, mental and social well-being, as well as their positive connections to family and community.

We preserve dignity with a faith-based commitment to recognizing the value of each person we serve, regardless of race, religion, creed, or life circumstances.  

This position is currently accepting applications.

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