211 PLATFORM TECHNICIAN AND SUPPORT SPECIALIST

Reports ToPlatform AdministratorPosition TypeFull-timeFLSA StatusExemptSalary Range$55,000-$60,000 annuallyLocationMadison, WI / HybridRevision DateAugust 2026

Position Summary

The 211 Platform and IT Support Specialist supports the day-to-day administration, maintenance, and user support needs of United Way of Wisconsin’s technology platforms. This role provides hands-on support to the Platform Administrator and helps ensure that staff, partners, and other users have reliable access to the tools, database and telephony systems, data, and technology resources they need.

This position is designed as a platform and technology support role. It supports platform maintenance, user troubleshooting, documentation, data quality assistance, reporting support, internal IT coordination, and routine technology workflows under the direction of the Platform Administrator. The ideal candidate is detail-oriented, service-minded, comfortable learning multiple systems, and able to support users with patience, professionalism, and follow-through.

About United Way Of Wisconsin

United Way of Wisconsin strengthens communities by bringing partners, donors, volunteers, and local leaders together to address disparities, expand opportunity, and improve lives across the state. Through statewide initiatives including 211 Wisconsin, Wisconsin Information and Referral Exchange, Volunteer Wisconsin, and Techquity Wi, we help connect people to resources, strengthen local United Ways, and support regional 211 contact centers serving communities throughout Wisconsin.

Essential Responsibilities

Platform Support

• Support the Platform Administrator with routine maintenance, user support, testing, documentation, and daily operations.
• Provide second-level support for login, access, workflow, reporting, and system navigation issues.
• Maintain website content, functionality, and related updates.
• Post timely website content during emergency or disaster response periods.
• Manage user accounts, permissions, roles, and access changes as directed.
• Use API tools to build endpoints that exchange information with external systems.
• Develop forms, reports, search tools, and technical configurations using established policies and practices.
• Support user workflow planning for new technical configurations
• Escalate complex technical, configuration, integration, or vendor issues as appropriate.
• Resolve complex problems, identify new solutions to recurring issues, and apply sound judgment informed by system knowledge, team input, and established practices.
• Identify opportunities to improve platform processes and workflows.

Data Quality and Reporting Support

• Assist with routine data review, cleanup, validation, and quality assurance.
• Support assigned reports, BI tools and dashboards, exports, and platform information requests.
• Monitor platform data for completeness, consistency, and accuracy.
• Partner with 211 staff to identify data issues and support corrective action.
• Maintain documentation for data standards, system fields, reporting processes, and user workflows.

Internal Systems Support

• Provide basic internal IT support for UWWi staff, including common hardware issues.
• Coordinate with external IT vendors, consultants, or internal leads when issues need escalation.
• Support internal process improvements using digital tools, forms, shared workspaces, and access management.
• Help staff use technology tools effectively and consistently.

Vendor and Issue Coordination

• Track vendor communications, platform issues, and technology follow-up items.
• Collect information needed to resolve technical issues or support vendor escalation.
• Keep organized records of system changes, support requests, recurring issues, and resolutions.
• Coordinate communication among staff, vendors, and internal technology partners as assigned.

Required Qualifications

• Associate degree, technical certification, or equivalent experience in information technology, data systems, nonprofit technology, customer support, or a related field.
• Two to four years of experience providing technology, platform, database, help desk, user support, or related services.
• Experience building forms and/or end-user workflows.
• Comfortable working with web-based platforms, databases, CRM-style systems, reporting tools, and Microsoft 365.
• Strong troubleshooting skills and ability to learn new systems quickly.
• Excellent attention to detail and ability to follow established processes.
• Service-oriented approach with the ability to support users patiently, professionally, and clearly.
• Ability to clearly document steps, issues, decisions, and resolutions.
• Ability to manage multiple support requests and prioritize work effectively.
• Commitment to confidentiality, data security, and responsible handling of user and system information.
• Ability to explain complex technical information clearly to technical and non-technical audiences, including written and visual documentation needed for project work, processes, and policies.
• Willingness to follow change-control processes, guidelines, and related procedures.
• Experience identifying and evaluating improvements to processes, technologies, or technology use.

Preferred Qualifications

• Experience supporting 211, information and referral systems, community resource databases, CRM systems, or human services technology platforms.
• Knowledge of database structures; SQL experience preferred.
• Experience integrating separate software components into a unified system preferred.
• Help desk experience diagnosing, troubleshooting, and resolving technical support issues.
• Experience with Microsoft 365 administration, SharePoint, Teams, OneDrive, or basic Entra ID/Azure Active Directory functions.
• Experience supporting technology environments in nonprofit, health, human services, call center, or member-service settings.
• Familiarity with data quality, reporting, dashboards, community resource directories, or partner-facing systems.
• Experience working with vendors and submitting, tracking, or resolving technical support tickets.
• Basic understanding of cybersecurity, device management, access controls, and user permissions.

Core Competencies

• Technical troubleshooting and customer service
• Platform and user support
• Data accuracy and documentation
• Confidentiality and security awareness
• Process orientation and follow-through
• Attention to detail
• Adaptability and continuous learning
• Team collaboration and service mindset
• Clear communication with technical and non-technical users

rks best for the team.

[NR11]Adding this to indicate some build experience would be needed.