Senior Technical Support Specialist

Position Summary

(Eligible for Hybrid/ 3 days in office - Alexandria, VA)

We are looking for an experienced Senior Technical Support Specialist to join our team and provide high-level assistance for complex technical issues. In this role, you will be responsible for diagnosing, troubleshooting, and resolving intricate technical problems for both customers and internal stakeholders. You will serve as a lead point of contact for escalated issues, mentor junior support staff, and collaborate with engineering and product teams to resolve systemic challenges. Your expertise and leadership will ensure that technical issues are resolved efficiently, while maintaining exceptional customer service standards.

Key Responsibilities:

• Provide expert-level support for complex technical issues across hardware, software, networking, and cloud systems.
• Monitor and process IT request 
• Manage inventory
• Act as a point of escalation for the technical support team, resolving advanced problems that cannot be handled by lower-level support staff.
• Troubleshoot, analyze, and resolve customer issues related to application performance, network connectivity, and security concerns.
• Collaborate with product and engineering teams to diagnose root causes of recurring technical issues and recommend solutions.
• Mentor and guide junior technical support team members, helping them grow in their technical capabilities and troubleshooting skills.
• Develop and maintain technical documentation, including troubleshooting guides, FAQs, and knowledge base articles to assist with issue resolution.
• Assist in the creation of training materials to improve team expertise and service delivery.
• Provide proactive solutions for recurring issues by identifying patterns and implementing preventative measures.
• Monitor and manage critical customer support cases, ensuring timely resolution in accordance with Service Level Agreements (SLAs).
• Conduct post-mortem analyses for critical or major incidents, determining the root cause, developing action plans, and reporting back to relevant teams.
• Participate in software and hardware upgrades, patches, and deployment activities, offering expert guidance and troubleshooting during implementation.
• Stay up to date with emerging technologies and industry best practices to continuously improve service delivery and internal processes.
• Ensure customer satisfaction by providing exceptional technical assistance, clear communication, and follow-up support.

Requirements:

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
• Minimum of 5-7 years of experience in technical support, with at least 2 years in a senior or leadership role.
• Expert-level knowledge of operating systems (Windows and macOS) and networking concepts (e.g., DNS, IP, routing, VPNs).
• Strong experience troubleshooting complex software applications, hardware, and network-related problems.
• Proficiency in working with MS365 platforms at help desk level 
• In-depth experience with enterprise-level support tools, ticketing systems, and ITSM practices (ITIL knowledge a plus).
• Ability to lead root cause analysis and post-incident reviews, providing actionable insights and solutions.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong problem-solving skills and the ability to work under pressure to meet deadlines.
• Technical certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Expert (MCSE), or HDI are preferred.
• Ability to work independently and as part of a team in a fast-paced environment.
• Able to perform normal IT-related physical tasks such as picking up 50 lb of equipment, installing IT equipment under the work desk, climbing a ladder to access IT equipment in the ceiling etc.

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job. You should be able to work on-site in the Alexandria, VA location; relocation assistance is not offered. 

SALARY STATEMENT

The budgeted lifespan salary range for this position is currently $68,000 to $72,000 per year.  Salary is determined by several factors including applicant’s knowledge, skills, experience, position, equity, and market.

COMPETENCIES

An individual must be able to demonstrate the following competencies at a satisfactory level:

Accountability/Results Orientation - Is accountable for the work results and performance to budget of an assigned team. Participates in the articulation of and communicates work goals and objectives, as well as expected work results. Assists in identifying work quality standards and training team members and accepts responsibility for the team's achieved outcomes. Protects the United Way brand, promoting its relevance and statue to the extent possible. Behaves ethically and honestly in all activities done on behalf of UWW and the movement. Demonstrates a commitment to UWW’s values, including diversity and inclusiveness.

Decision-Making/Risk-Taking - Evaluates available information and recommends a course of action. Contributes own assessment of risks and implications of decisions in team decision-making efforts. Develops and proposes effective alternative solutions. Uses judgment appropriately in decision-making. Knows when to shift decision-making upwards.

Teamwork Collaboration - Shares pertinent information and keeps team members informed on a regular basis. Ensures that processes, systems and resources are available and direct them properly to enable the team to efficiently accomplish its goals and objectives. Able to adapt quickly to changing conditions or performance expectations. Able to focus on assignments during periods of change and/or uncertainty.

Relationship Management - Embodies and promotes UWW's values and guiding principles. Promotes a "win-win" philosophy in dealing with others. Serves as a role model in dealing with others to accomplish organization goals and objectives. Works effectively with United Way staff, volunteers and other stakeholders to achieve strategic direction. Able to manage and sustain key relationships to benefit the United Way movement and/or UWW. Formulates and communicates in an ethical and politically sensitive manner.

Communications - Expresses ideas and concepts in a clear and concise manner. Is persuasive and influences others. Actively listens to others to understand their perspectives. Seeks input and feedback on individual, team and departmental performance and environment. Supports openness.

Innovation/Creativity - Shares a deep commitment to the UW vision. Develops a "connected" vision for the Group. Has a plan to meet Group vision and contribute to overall success. Promotes a climate that values and rewards innovation and creativity. Acknowledges and champions the efforts of others to "think outside the box.” Maintains knowledge of current and emerging trends that affect United Ways, UWW and/or the non-profit sector. Demonstrates ability to analyze information and translate into specific, effective action/solutions.

ABOUT UNITED WAY WORLDWIDE

United Way Worldwide seeks diverse, qualified professionals who want to make a difference in the world. If you are passionate about your work and desire to help others achieve enhanced education, income, and health, United Way Worldwide is the place for you.

United Way Worldwide is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, creed, disability, veteran status, marital status, age, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin or ancestry, genetic information, and other legally protected characteristics, in accordance with applicable laws. The EEO is the Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. If you need a reasonable accommodation because of a disability for any part of the employment process, please e-mail recruitment@uww.unitedway.org and provide the nature of your request and your contact information.

We are a charter member of Employers of National Service and encourage AmeriCorps, Peace Corps, and other national service alumni to apply.

United Way Worldwide is located in Old Town Alexandria, VA. We offer competitive salary and excellent benefits including: health, dental, life, short-term and long-term disability, employee assistance program, 403(b) plan, tuition assistance, paid time off, family sick leave, medical appointment leave, parental/adoption leave, dress for your day, free parking, onsite gym, monthly volunteering opportunities, and more.

UNITED WAY WORLDWIDE’S DIVERSITY, EQUITY & INCLUSION STATEMENT OF PRINCIPLE

We take the broadest possible view of diversity. 

We value the visible and invisible qualities that make you who you are.

We welcome that every person brings a unique perspective and experience to advance our mission and progress our fight for the health, education, and financial stability of every person in every community.

We believe that each United Way community member, donor, volunteer, advocate, and employee must have equal access to solving community problems.

We strive to include diversity, equity, and inclusion practices at the center of our daily work.

We commit to using these practices for our business and our communities.

Join us in embracing diversity, equity and inclusion for every person in every community.

LIVE UNITED.