Internal Tech Support Specialist

Commonspace - Portland, ME

Internal Tech Support Specialist

Location: Portland, Maine

Role Presence: This is a Full-Time onsite position.

Reports to: Executive Director

Position Summary

We are seeking an individual to provide first-line technical support for staff in a Microsoft-based nonprofit organization. This role focuses on troubleshooting hardware, software, Microsoft 365, and Microsoft Entra ID (Azure Active Directory) issues while being a supportive role with staff, many of whom have limited experiencing using technology. Support onboarding and orientation of staff on the IT components of their roles, and ongoing support of staff's IT skill development as needed. This will be a hybrid position via a combination of onsite and remote hours, with significant on-site presence to manage in-the-moment IT issues and questions. The ideal candidate is CompTIA A+ certified and eager to grow in an IT support role.

Responsibilities

• Provide Tech support onsite to manage in-the-moment IT issues and questions.
• Troubleshoot Windows and macOS hardware and software issues
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Set up equipment, accounts, emails, and file access for all new employees for onboarding.
• Perform user account administration in Microsoft Entra ID (Azure Active Directory)
• Handle password resets, account unlocks, group membership, and access requests
• Diagnose basic network connectivity issues (Wi-Fi, VPN, IP configuration)
• Create a system to document requests, incidents, troubleshooting steps, and resolutions.
• Assist Agency administration in evaluating IT solutions (e.g., hardware selection, phone services, connectivity solutions, etc.) going beyond network systems, including supporting solutions to copying/printing, phone lines, cameras, etc.
• Follow IT security policies, procedures, and best practices while aiding in updating and strengthening current policies and procedures.
• Maintain Agency Equipment Log for device deployment, and inventory tracking
• Manage mobile devices through Intune and Apple Business Manager

Education & Experience

• High school diploma or equivalent (Associate’s or Bachelor’s degree in IT or related field preferred)
• Hands-on experience supporting Microsoft 365 in an enterprise environment
• Working knowledge of Microsoft Entra ID (Azure Active Directory) user and group management
• Ability to perform account provisioning, password resets, and access control
• Basic knowledge of Windows 10/11 and macOS operating systems
• Strong troubleshooting, documentation, and interpersonal skills.
• Experience working with individuals who have limited experience using technology.
• Ability to prioritize tasks and work in a fast-paced IT support environment
• Entry-level IT support experience through internships, labs, academic projects, or volunteer work preferred

Certification & Licensure

• CompTIA A+ certification—required

Role Presence

This position will be onsite with the opportunity for remote work one day a week as needed for administrative projects and tasks. The ideal candidate will work primarily out of our Portland office, supporting one day a week at our Lincoln County Office. The schedule is Monday-Friday 9am-5pm.

Working Environment

Due to the scope of our programming, this position mayrequire interacting with individuals who may be under the influence of substances, exhibiting mental health symptoms, or present challenging behaviors. Medical and other emergencies may occur in the working environments, including substance overdoses, suicidal ideation and/or self-harm, physical and/or verbal violence; when such events occur contacting emergency services for assistance is essential and required. Comfortability with this environment is essential.

Equal Opportunity Employer Equal Opportunity Employer

Commonspace is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, creed, disability status, protected military and veteran status, sexual orientation, gender identity, or gender expression or any other characteristic protected by law.

Pay: $57,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan

People with a criminal record are encouraged to apply

Experience:

• macOS: 1 year (Preferred)
• Microsoft Office: 1 year (Preferred)
• Azure Active Directory: 1 year (Preferred)
• Server management: 1 year (Preferred)

License/Certification:

• CompTIA A+ Certification (Required)

Ability to Commute:

• Portland, ME 04101 (Required)

Work Location: In person