Technology Support Specialist

The Michigan Association of United Ways is a dynamic small team that provides multifaceted support to United Ways across Michigan. We support local United Ways that fight for the health, education, and financial stability of every person in every community.

Michigan 2-1-1 is a wholly owned subsidiary of the Michigan Association of United Ways. The Technology Support Specialist will be employed by the Michigan Association of United Ways but will report to Michigan2-1-1. Michigan 2-1-1’s mission is to leverage innovation through a statewide network to connect people and resources for a stronger Michigan. This statewide network is in partnership with 7 regional 2-1-1 centers, utilizing integrated technology and dedicated staff to support connected communities, where all people thrive.

Position Title: Technology Support Specialist

Reports To: Technology Manager

Classification: Part-Time; Hourly; Non-Exempt

Location: Lansing, MI; working primarily remote, with some in-person meetings

Summary:

Under the direction of the Technology Manager, the Technology Support Specialist will support ongoing maintenance and operations of the Michigan 211 network technology platforms. This role provides first-tier technical support and system management for 211 centers across Michigan, ensuring reliable access and functionality of key tools and services. Position is part-time (30hrs per week) and recognized under the OPEIU Local 459 agreement.

Key Responsibilities:

• Serve as first-tier support for technology issues related to Michigan 211 network shared platforms, including triage and resolution of tickets through Michigan 211’s ticketing system.
• Monitor and maintain the ticketing system to ensure timely response, triage, and escalation when needed.
• Manage user accounts and permissions across shared platforms.
• Assist with onboarding and offboarding of users in coordination with the Technology Manager.
• Provide reporting support for shared platforms in coordination with the Technology Manager to meet organizational needs.
• Communicate system updates, changes, and best practices to the Michigan 211 network.
• Support routine system checks and troubleshooting to maintain platform stability.
• Document processes and maintain knowledge base articles for common issues.
• Collaborate with the Technology Manager on technology projects and improvements.
• Other technology support duties as assigned.

Qualifications:

• Associate degree in Information Technology or related field (or equivalent experience).
• Minimum one (1) year of experience in a technical support or help desk environment.
• Familiarity with ticketing systems (Zendesk experience preferred).
• Familiarity with CRM technologies and VoIP/web‑based communication systems.
• Strong problem‑solving skills and attention to detail.
• Excellent communication skills for collaborating with internal teams and external partners.
• Ability to manage multiple tasks and prioritize effectively.
• Must be comfortable working in a primarily remote (virtual) environment.
• Must be able to work a varied schedule Monday through Friday between the hours of 8am and 7pm.
• Must be authorized to work in the USA for any company without sponsorship.

Preferred Skills

• Knowledge of CRM or contact management systems.
• Understanding data security and user access protocols.
• Experience with API integrations and basic troubleshooting.

Compensation: $25.00 - $30.00, depending upon education and experience, plus paid time off and holidays.

Please submit resume and cover letter to careers@uwmich.org by Friday, April 3, 2026. Subject should read “Technology Support Specialist.”