Mission
To nurture and guide motivated young people in need to become well-educated, career-ready men and women for others.
About Us
Hope Ignites is the catalyst that empowers young people to achieve their full potential. Through our voluntary, application-based program, we support motivated young people, affectionately known as our "scholars," in need through middle to high school, post-secondary education, and career launch. The Hope Ignites Network includes more than 250 team members and 300 volunteers who work together to serve over 1,250 young people each year. We work with youth across twelve U.S. affiliates and two in Latin America.
Job Summary
The End User Support Specialist serves as the Service Desk Lead for the organization and acts as the frontline technology support resource for approximately 300 team members across the United States, as well as colleagues in Guatemala and Mexico.
This role owns the end-user support queue and provides Tier 1 and Tier 2 support for devices, applications, and cloud services, including remote troubleshooting for both organization-owned and personal devices used for work. The role focuses heavily on supporting the Microsoft 365 ecosystem, including Outlook, Teams, SharePoint, and emerging tools such as Microsoft Copilot, while ensuring team members can reliably access and use the tools they need to do their best work.
Our goal is to deliver thoughtful technology that supports the mission and empowers our team members to excel in their roles. Technology should complement the work we do and enable users across the network to work efficiently. The End User Support Specialist is a vital member of the Technology Services team and works to ensure issues are resolved quickly, escalated appropriately, and documented effectively. This role is ideal for someone who enjoys solving technical challenges, helping others succeed, and proactively improving how technology supports the organization’s mission.
QUICK FACTS
Job Classification: Non-Exempt
Evaluation: Quarterly
Reports To: Director of Technology Services
Supervisory Responsibility: No
Work Format: Hybrid — This role is expected to be in the office three days per week.
Essential Functions, Duties, and Responsibilities
Service Desk Operations
- Serve as the primary owner of the end-user support queue, managing requests through Salesforce Service Cloud (ITSM Module)
- Provide Tier 1 and Tier 2 technical support to team members across the United States, Guatemala, and Mexico
- Triage incoming tickets, prioritize requests, and escalate issues to subject matter experts when needed
- Ensure timely responses and resolutions aligned with established service expectations
- Provide remote troubleshooting using remote support tools (such as AnyDesk)
End-User Device Support
- Support and troubleshoot Windows and macOS devices
- Assist team members with device setup, printer configuration, connectivity issues, and application access
- Provide strong support for a Bring Your Own Device (BYOD) environment, which represents approximately 60% of devices users across the organization
- Help team members securely access organizational tools from personal devices while maintaining a security-minded approach to device access and data protection
- Support Microsoft Intune managed devices for a subset of users
Microsoft 365 Administration & Support
- Support the daily administration of the Microsoft 365 environment
- Manage user provisioning and access for Microsoft 365 and other role-specific applications
- Troubleshoot issues related to Outlook, Teams, SharePoint, and OneDrive
- Assist team members with collaboration workflows and document management
- Support adoption and troubleshooting of Microsoft Copilot and other AI-enabled tools
Platform Support
- Provide basic support for Salesforce, focusing primarily on user access and core functionality
- Assist with basic configuration and troubleshooting of Cisco Meraki networking infrastructure
Knowledge Base & Documentation
- Expand and maintain an up-to-date library of knowledge base articles and technical documentation
- Develop step-by-step guides using tools such as Scribe
- Identify opportunities and implement new processes to standardize support practices and improve efficiency
Continuous Improvement & Projects
- Identify recurring technical issues and recommend improvements
- Participate in technology initiatives and implementation projects when opportunities arise
Other
Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.
Qualifications
Required
- Professional experience providing end-user technology support in a Microsoft-based environment
- Strong working knowledge of Microsoft 365, including Outlook, Teams, SharePoint, and user administration
- Experience providing remote technical support to geographically distributed users
- Familiarity with Windows and macOS troubleshooting
- Experience working with ticketing systems such as Salesforce Service Cloud, Zendesk, or similar platforms
- Strong troubleshooting and problem-solving skills
- Excellent communication skills and the ability to work effectively with both technical and non-technical users
Preferred
- Experience supporting Microsoft Intune (and Autopilot) managed devices (or equivalent, such as JAMF)
- Familiarity with Cisco Meraki networking infrastructure
- Experience supporting Salesforce Environments
- Experience creating knowledge base or support documentation
- Experience working in a nonprofit or mission-driven organization
- Spanish language proficiency (written and spoken) strongly preferred but not required
Other Skills:
- Approach support challenges with a problem-solving mindset
- Look for root causes and long-term solutions, not just quick fixes
- Take initiative to improve documentation and knowledge sharing
- Be capable of communicating meaningfully with users of varied levels of technological knowledge and attitudes using a customer service-style approach
- Be comfortable exploring new tools and technologies.
- Bring a collaborative, service-oriented mindset when supporting colleagues across the organization
- Maintain a security-minded approach when supporting devices, accounts, and systems
- Demonstrate a commitment to continuous learning, recognizing that technology evolves rapidly and embracing opportunities to grow and improve
- Thrive in a fast-paced work environment, balancing multiple projects and responsibilities simultaneously.
Physical Requirements
While performing this job, the individual is regularly required to sit, stand, walk, talk, hear, see, reach with hands/arms, stoop, kneel, crouch, crawl, push, pull, grasp, and use repetitive motions. Individuals may also frequently lift and/or move up to 50 pounds of materials. Specific vision abilities include close vision such as reading handwritten or typed material, or computer/device screens, and distance vision such as reading a projector screen, and the ability to adjust focus.
This position requires a Background Clearance.
ACKNOWLEDGEMENT
This job description is designed for compliance with the American with Disabilities Act (ADA) and is not an exhaustive list of the duties performed for this job. Additional duties are performed by the individual holding this job and additional duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.
