Technical Support Specialist - Level 1

POSITION SUMMARY

(ONSITE! 5 days in office - Alexandria, VA)

The Technical Support Specialist - Level 1 will provide initial technical support for end-users by addressing common IT issues related to hardware, software, and network systems. This role is responsible for receiving, logging, and resolving basic IT support requests and escalating more complex issues to higher-level technical staff. The Level 1 support specialist plays a critical role in ensuring that users receive quick, friendly, and efficient assistance to minimize downtime and improve overall productivity.

KEY RESPONSIBILITIES/ESSENTIAL DUTIES OF POSITION

• Incident Management:
  • Act as the first point of contact for IT support requests via phone, email, or ticketing system.
  • Diagnose and resolve basic technical issues, including hardware, software, and networking problems.
  • Log and track support tickets, ensuring timely resolution and updating of ticket status.
• User Support:
  • Provide support for software applications, operating systems, and office productivity tools.
  • Assist with hardware setup, configuration, and troubleshooting (e.g., desktops, laptops, printers).
  • Provide basic guidance on network connectivity, email, and Internet access.
• System Access:
  • Assist users with account creation, password resets, and access requests (Active Directory, email, and internal systems).
  • Help with configuring and managing user profiles in systems like Microsoft 365, Office 365, or other internal tools.
• Software Installation & Configuration:
  • Help install and configure software applications and updates on users’ devices.
  • Provide support for software-specific issues, including installation errors, updates, and basic configuration issues.
• Basic Network Support:
  • Troubleshoot and resolve simple network issues, including Wi-Fi connectivity, VPN issues, and internet access.
  • Assist with network printer setup and connectivity.
• Documentation:
  • Document all issues and solutions in the ticketing system to maintain a knowledge base for future reference.
  • Update support documentation and provide guidance on common IT issues.
• Escalation:
  • Escalate more complex issues that cannot be resolved within Level 1 support to Level 2 or other relevant IT staff.
  • Follow up on escalated issues to ensure timely resolution.
• End-User Training:
  • Provide basic user training on software applications, company tools, and common troubleshooting steps.
  • Help users become familiar with IT policies and best practices.

JOB REQUIREMENTS

• Education: Hight school or GED
  • High school diploma or equivalent (Associate’s or Bachelor’s degree in IT or a related field preferred).
• Experience:
  • 1+ years of experience in an IT support or customer service role.
  • Experience in troubleshooting hardware and software issues is a plus.
• Technical Skills:
  • Familiarity with common operating systems (Windows, macOS) and mobile device platforms.
  • Basic knowledge of networking concepts, such as IP addressing, VPN, and Wi-Fi.
  • Experience with basic IT support tools, such as ticketing systems (e.g., ServiceNow, Jira) and remote desktop software.
  • Basic knowledge of Microsoft Office Suite and other common business software.
• Soft Skills:
  • Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
  • Strong customer service orientation with a problem-solving attitude.
  • Ability to work efficiently in a fast-paced environment with multiple priorities.
  • Strong attention to detail and ability to follow procedures.

Preferred Qualifications:

• Basic certifications such as CompTIA A+, HDI, or equivalent are a plus.
• Experience with cloud services like Microsoft 365, or similar platforms.
• Familiarity with ITIL practices is beneficial.

Physical Requirements:

• Ability to sit for extended periods of time and work at a computer.
• Ability to lift and move IT equipment (up to 25 lbs).

Work Environment:

• This role operates in an office environment with occasional remote support for employees working in different locations or remotely.
• Some after-hours support may be required depending on the organization's needs.

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 $46,000 to $53,000 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.