📍 Job Overview

• Job Title: Technical Support Specialist
• Company: Mount Olivet Rolling Acres
• Location: Victoria, Minnesota, United States
• Job Type: On-site
• Category: Server Administration & IT Support
• Date Posted: June 11, 2025
• Experience Level: Entry-level to 2 years
• Remote Status: On-site

🚀 Role Summary

The Technical Support Specialist role at Mount Olivet Rolling Acres involves maintaining and supporting the desktop and server environment for all the organization's sites. This role requires strong technical skills, problem-solving abilities, and excellent communication to provide support to end-users, troubleshoot technical issues, and ensure the smooth operation of the organization's IT infrastructure.

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a strong understanding of computer hardware and software, as well as networking troubleshooting and problem-solving skills.

• User Support: Answer technical questions from users, providing guidance on software usage, and resolving basic technical problems.
• Ticket Management: Ensure all tickets from the MORA ticketing systems are responded to, and log and track user support requests, escalating to senior IT staff when necessary.
• Training: Provide basic training to users on new software or hardware functionalities and educate users about cyber security best practices and potential security threats.
• Hardware & Software Support: Support all MORA computer, networking, telephone, and office equipment as needed.
• Networking: Troubleshoot networking issues, problem-solve, and have a high knowledge of the network systems.
• Communication: Effectively communicate technical concepts to non-technical users, display empathy and patience, and work independently and as part of a team.
• Travel: Travel via personal car to multiple group home locations to provide technical support and training (mileage reimbursement provided).

🎓 Skills & Qualifications

Education:

• Associate or bachelor's degree in IT or a related field (desirable)

Experience:

• 1-2 years of related work experience (desirable)

Required Skills:

• Strong understanding of computer hardware and software
• Networking troubleshooting, problem-solving, and high knowledge of network systems
• Understanding of HIPAA Privacy and Security rules
• Ability to pass a Department of Human Services background check and maintain 'qualified' status
• Valid driver's license and vehicle insurance (if using own vehicle for company business)
• Working knowledge of Microsoft Outlook and personal computers

Preferred Skills:

• Experience with ticketing systems
• Familiarity with government health programs and Office of Inspector General exclusion rules

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate strong technical support skills through relevant projects or case studies
• Showcase problem-solving abilities and networking troubleshooting experience
• Highlight any experience with ticketing systems and user training

Technical Documentation:

• Provide examples of technical documentation, such as user guides, troubleshooting manuals, or knowledge base articles
• Include any certifications or training completed related to technical support or IT infrastructure

💵 Compensation & Benefits

Salary Range:

• $22.00 - $25.00 per hour, DOQ

Benefits:

• Medical insurance with company-sponsored health reimbursement account and health savings account
• Dental insurance
• Life insurance; employee, spouse, and children's coverage options
• Long-term disability and short-term disability
• Flexible spending; medical and dependent care
• 403B retirement plans that match after 1 year of employment
• Paid time off up to 3 weeks annually, which increases after the first year of employment
• Opportunity for usage of a private vacation property west of Duluth (McGregor, MN)
• Awards for outstanding employee performance and promotion opportunities
• Generous tuition reimbursement and scholarship opportunities
• Many opportunities for advancement; Mount Olivet Rolling Acres promotes from within

🎯 Team & Company Context

🏢 Company Culture

• Industry: Non-profit social services and healthcare
• Company Size: Medium (100-249 employees)
• Founded: 1969
• Team Structure: The IT team at Mount Olivet Rolling Acres consists of multiple technical support specialists, IT administrators, and a director of IT. The team works collaboratively to provide technical support and maintain the organization's IT infrastructure.
• Development Methodology: The IT team follows Agile methodologies, with a focus on continuous improvement and user-centric design.

📈 Career & Growth Analysis

• Web Technology Career Level: Entry-level to 2 years of experience in technical support or a related field
• Reporting Structure: The Technical Support Specialist reports directly to the Director of IT.
• Technical Impact: This role has a direct impact on the organization's IT infrastructure, ensuring the smooth operation of desktop and server environments, as well as providing technical support to end-users.

🌐 Work Environment

• Office Type: On-site, with multiple locations across the Twin Cities metro area
• Office Location(s): 7200 Rolling Acres Road, Victoria, MN 55386
• Workspace Context:
  • The IT team works in a collaborative environment, with a focus on user-centric design and continuous improvement.
  • Each team member has access to multiple monitors and testing devices to ensure high-quality technical support.
  • The team interacts with various departments, including adult day services, residential homes, and therapeutic recreation, to provide technical support and maintain IT infrastructure.

📄 Application & Technical Interview Process

• Interview Process:
  1. Phone or video screening to assess communication skills and technical knowledge
  2. On-site or virtual technical assessment, including networking troubleshooting exercises and problem-solving scenarios
  3. Final interview with the Director of IT to discuss career goals, team fit, and cultural alignment
• Portfolio Review Tips:
  • Highlight relevant projects or case studies that demonstrate strong technical support skills and problem-solving abilities
  • Include any certifications or training related to technical support or IT infrastructure
  • Showcase user-centric design principles and user training experience
• Technical Challenge Preparation:
  • Brush up on networking troubleshooting skills and problem-solving techniques
  • Familiarize yourself with the organization's IT infrastructure and user base
  • Prepare for scenario-based questions that assess your ability to provide technical support and resolve user issues

📌 Application Steps

To apply for this Technical Support Specialist position:

1. Submit your application through the application link provided
2. Customize your resume to highlight relevant technical support skills and experience
3. Prepare a portfolio that showcases your technical support skills, problem-solving abilities, and user training experience
4. Research Mount Olivet Rolling Acres and familiarize yourself with the organization's mission, values, and user base
5. Prepare for the application process, including phone or video screening, technical assessment, and final interview with the Director of IT

Content Guidelines (IMPORTANT: Do not include this in the output)

Role-Specific Focus:

• Emphasize technical support skills, problem-solving abilities, and networking troubleshooting experience
• Highlight any experience with ticketing systems, user training, and IT infrastructure maintenance
• Tailor the job description to the Technical Support Specialist role, with a focus on user-centric design and continuous improvement

Quality Standards:

• Ensure no content overlap between sections, with each section containing unique information only
• Include Enhancement Notes only when making significant inferences about technical support processes, user training, or IT infrastructure management
• Be comprehensive yet concise, prioritizing actionable information over descriptive text
• Strategically distribute technical support and IT infrastructure-related keywords throughout all sections naturally

Industry Expertise:

• Include specific technical support skills, problem-solving techniques, and user training methods relevant to the role
• Address the unique challenges and opportunities of working in a non-profit social services and healthcare environment
• Provide tactical advice for technical support portfolio development, live demonstrations, and project case studies

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout
• Use technical support and IT infrastructure industry terminology appropriately and accurately
• Include comprehensive benefits and growth opportunities relevant to technical support professionals
• Provide actionable insights that give technical support candidates a competitive advantage
• Focus on technical support team culture, user-centric design, and continuous improvement

Technical Focus & Portfolio Emphasis:

• Emphasize technical support skills, problem-solving abilities, and user training experience
• Include specific portfolio requirements tailored to the technical support discipline and role level
• Address user-centric design principles, user training methods, and IT infrastructure maintenance techniques
• Focus on problem-solving methods, user training techniques, and IT infrastructure management strategies
• Include technical presentation skills and stakeholder communication for technical support projects

Avoid:

• Generic business jargon not relevant to technical support or IT infrastructure roles
• Placeholder text or incomplete sections
• Repetitive content across different sections
• Non-technical terminology unless relevant to the specific technical support role
• Marketing language unrelated to technical support, user training, or IT infrastructure management