Technical Support Specialist

2 weeks ago


Grand Rapids, Michigan, United States RaiseRight LLC Full time
Job Overview

RaiseRight LLC stands as the premier gift card fundraising platform across the United States, empowering over 50,000 organizations to generate upwards of $800 million for meaningful causes. By purchasing gift cards for everyday shopping, families can earn rebates from retailers, effectively offsetting expenses such as educational fees, sports equipment, church activities, and musical instruments. This innovative approach to fundraising is transforming traditional methods like bake sales and donation drives.

As a Technical Support Specialist, you will be an essential member of RaiseRight's Technology team. Our platform has facilitated billions of dollars in gift card transactions through our web and mobile e-commerce solutions. We are in search of inquisitive, collaborative, and dynamic individuals to enhance our platform and extend our fundraising support to more organizations.

Key Responsibilities
  • Act as the primary contact for technical issues and support tickets related to desktop assistance.
  • Deliver both remote and on-site support for over 60 users utilizing Windows and Mac systems.
  • Configure client devices to ensure connectivity to network and domain resources.
  • Oversee Edge Client Security, including Crowdstrike, Windows updates, and security protocols.
  • Install and set up VPN and remote access software for workplace connectivity.
  • Diagnose and resolve hardware-related issues.
  • Support local printer configurations, setups, and print management.
  • Assist with the GoTo Telephone system on-site.
  • Provide support for server maintenance and application updates in lower environments.
  • Help troubleshoot firewall and network switch issues.
  • Create and maintain knowledge articles and documentation for both technical and non-technical audiences.
  • Collaborate directly with customer service to address user requests and queries, which may involve generating ad-hoc data reports and analyses.
  • Support on-site troubleshooting efforts in the Data Center for hardware, network, and software infrastructure.
Preferred Qualifications
  • Proven experience in configuring, deploying, and troubleshooting desktop and laptop systems, telephony, and business applications.
  • Familiarity with various operating systems, including Windows (7, 10) and MacOS.
  • Experience in supporting and troubleshooting Office 365 desktop applications.
  • Knowledge of user management tools such as Active Directory, SharePoint, and file/print services.
  • Exposure to Softphone and telecommunications applications.
  • Demonstrated problem-solving skills related to software, hardware, and networking challenges.
  • Familiarity with Data Center hardware support.
  • Self-driven with the ability to work independently and collaboratively, prioritizing tasks and managing time effectively.
Required Qualifications
  • At least one year of experience in desktop support.
  • Availability to work on-site from Monday to Thursday, with remote work options on Fridays.
  • Physical ability to frequently sit, bend, lift, stand, and carry equipment.
  • Occasional capacity to lift, carry, push, or pull objects weighing between 21-50 pounds.
  • Rarely required to kneel, crawl, or climb (using ladders or similar equipment).


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