As the leading global type 1 diabetes (T1D) research and advocacy organization, Breakthrough T1D helps make everyday life with T1D better while driving toward cures. We invest in the most promising research to turn ideas into life-changing therapies and devices. We work with government, regulatory officials, and insurance companies to address issues that impact the T1D community - breaking through barriers that limit access to care worldwide. We provide resources and guidance that makes it easier to live and thrive with T1D. This is more than a moment - we're empowering a movement for the T1D community. Share your support and help educate and empower individuals facing type 1 diabetes.

Our mission is to improve lives today and tomorrow by accelerating life changing breakthroughs to treat, prevent and ultimately, cure T1D and its complications. Always, we are guided by a single purpose: As we drive towards curing type 1 diabetes, we help make everyday life better for the people who face it.

As a member of the Client Services team, this position is responsible for providing multiple tiers of support for the Breakthrough T1D national office as well as chapter offices. Supporting the organization through superior customer service, the Technical Service Engineer will provide break/fix support of laptops, peripherals, and other end-user devices as well as troubleshooting software related issues. In addition, this role is responsible for multiple aspects of maintaining successful technology operations including provisioning and managing accounts, operating within the Microsoft 365 platform, deploying software updates, and managing the hardware environment of the organization.

This is a hybrid position based out of the National office in NY.

SPECIFIC RESPONSIBILITIES:

Responsible for taking technical support inquiries via phone, email, and through the organization’s ITSM platform.
Engages with application support and other Breakthrough T1D teams to resolve technical issues.
Documents pertinent details in the ITSM platform throughout the entire issue lifecycle including decisions made, troubleshooting steps, and final issue resolution.
Maintains an accurate inventory of hardware utilized in the Breakthrough T1D organization.
Creates, maintains, and follows process documentation applicable to the responsibilities of the position.
Keeps end user devices updated by deploying software packages, security updates, and other configurations.
Acts as a primary resource for networking needs by coordinating with the organization’s network services team/partner.
Responsible for shipment of devices to employees working from remote locations.
Creates and maintains end user accounts from employee onboarding through offboarding, including managing end user’s passwords and MFA methods.
Helps to enforce the data security standards of the organization.
Performs support for the audio/visual equipment located in conference rooms and their integration into online meeting platforms.
Operates within Microsoft 365 to provision and manage mailboxes, manage the account lifecycle from provisioning to offboarding, provision Teams phone numbers/mailboxes/call routing, and other operational duties in the platform.

EXPERIENCE & REQUIREMENTS:

A minimum of five years related experience is required
Experience managing a modern desktop environment including Windows 10/11, Intune, and Microsoft 365 is preferred
Experience administering Microsoft 365 including account provisioning, managing access, maintaining mailboxes, and maintaining OneDrive
Thorough knowledge of end-user computing hardware including diagnosing hardware related issues
Basic Powershell experience installing modules and running provided scripts
Basic familiarity with cybersecurity practices and MFA methods
Outstanding written and communication skills. Ability to communicate complex ideas to both technical and non-technical teams
Experience supporting online meetings and their integration into conference room audio/visual solutions
Adheres to documented standards and practices
Ability to work both independently and as part of a team
Excellent decision-making skills, analytical ability, and judgement
Strong customer service attitude and customer focused approach

EDUCATION:

Associates degree is preferred
Pertinent certifications are a plus, including:
- A+
- Network+
- ITIL
- Microsoft 365 Fundamentals

Targeted salary range: $80,000 - $100K

Essential Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools or controls. The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl.

The employee must occasionally lift and/or move up to 25 pounds, and infrequently up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Additional information:

Requests for medical, religious, and other exemptions will be considered on an individual basis. Breakthrough T1D will comply with all federal, state, and local laws.

Breakthrough T1D supports a diverse and inclusive workforce.
Breakthrough T1D is an Equal Opportunity Employer.
All your information will be kept confidential according to EEO guidelines.