Technical Support Specialist I

The Technical Support Specialist I for St. Mary’s Food Bank (SMFB) provides first-level technical support for desktop systems, software, and hardware across the organization. This position assists in the installation, maintenance, and basic troubleshooting of computer systems and end-user devices. The ideal candidate is a proactive problem solver with a passion for customer service and a willingness to learn and grow within the IT field.

Essential Functions

• Provide first-level support for help desk tickets, including tracking, documenting, and resolving basic hardware and software issues.
• Assist with setup, configuration, and maintenance of desktop computers, laptops, printers, and related devices.
• Support end-users with common applications including Microsoft Office 365, email, file storage, and conferencing tools.
• Collaborate with senior team members on more complex technical issues and escalate as appropriate.
• Maintain accurate records of equipment assignments, repairs, and support activities.
• Participate in onboarding processes for new hires, including workstation setup and user orientation.
• Assist with software installations, updates, and basic network connectivity troubleshooting.
• Deliver excellent customer service by communicating effectively with staff in person, via email, and by phone.
• Follow IT procedures, documentation standards, and service protocols to ensure consistency and quality of support.
• Perform other duties as assigned by leadership.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all internal/external customers of St. Mary’s Food Bank with an excellent service experience.

Scope and Complexity

May interact with all levels of leadership, employees, agency representatives, community neighbors, volunteers, external vendors, and clients.

Physical Demands/Environment Factors

• Requires extensive sitting with periodic standing and walking.
• May be required to lift; up to 30 pounds.
• Requires significant use of computer, phone, and general office equipment.
• Needs adequate visual acuity, ability to grasp and handle objects.
• Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
• May require off-site travel and possible out-of-state travel.

Minimum Qualifications, Skills, and Abilities

• High School diploma/GED required.
• Bachelor’s degree and 2 years of desktop management experience or equivalent professional experience.
• Prefer degree concentration in: Computer Information Systems, Management Information Systems or Computer Science.
• Ability to deliver superior customer service support and solution-based communication.
  • Excellent organizational, planning, time management, and time tracking skills.
  • Ability to work independently and as part of a team.
  • Honesty, Integrity, and commitment to the Food Bank mission.
  • Experience with NetSuite, Raiser’s Edge, Mojo Help Desk, and ShoreTel phones helpful.
  • Proficiency with Inkjet printers, laser printers, copy machines, multi-function devices and label printers.
  • Familiar with Dell hardware (desktops, laptops, some servers).
  • Office365 and Azure experience desired.
  • Ability to coach employees and train them in proper processes and procedures.
• Familiarity with Microsoft Windows and Office 365.
• Basic knowledge of computer hardware, printers, and peripheral equipment.
• Strong communication and customer service skills.
• Ability to follow instructions and standard procedures.
• A desire to learn and grow in a technical support career.
• Honesty, integrity, and alignment with the Food Bank’s mission.

St. Mary’s Food Bank is an equal opportunity employer. We evaluate qualified applicants without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.

What we offer:

• Competitive Compensation Package:
  • Competitive Pay starting at $55,000 to $60,000, annually, including:
    • 401(k) Retirement Savings Plan with a generous employer match
    • Employee Referral Bonus Program
    • Tuition Assistance
• Comprehensive Benefits:
  • Medical and Insurance Coverage
    • An employee-only medical plan at no cost to you
    • 4 low-cost employee-only, spouse and/or family member medical plans
    • Vision and Dental coverage
    • Health Savings Account generously funded by the employer and Flexible Spending Account options
    • Short- and Long-Term Disability, Life and Accidental Death & Accident Insurance at no cost to you.
    • Employee Assistance and Wellness Programs
    • Optional Pet Insurance and Legal Shield Identity Theft offering
  • Time Off
    • 15 PTO days, accrued bi-weekly, that increases with length of service
    • 40 hours of Personal/Sick time
    • 8 Company Paid Holidays

This is your chance to join a cohesive and welcoming team and make a difference in our Arizona communities. Join our Mission to alleviate hunger.

Qualified candidates are invited to submit their resume to: https://jobs.firstfoodbank.org/

St. Mary’s Food Bank is an equal opportunity employer. We evaluate qualified applicants without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.