Implementation and Technical Support Specialist

Implementation and Technical Support Specialist


Do you have strong software implementation skills and the ability to support users? Are you able to gather and analyze data? Do you have experience in customer service and the ability to communicate with others at all levels? Do you have experience troubleshooting problems and offering solutions? You may be a great fit for our Implementation and Technical Support Specialist position!

This is a full time position supporting Agency Relations in the Community Impact Department

Department Overview

This position directly supports the Data Analyst and Agency Relations (AR) team, and overlaps with the other programs within the Community Impact Department. The Agency Relations team (AR Manager, four AR Coordinators and two Support Specialists) works both independently, and with the entire Community Impact Department.

Second Harvest Food Bank’s Community Impact Department is responsible for ensuring that the right kind of food gets into the hands of people experiencing hunger, where they are and when they need it, in a safe and equitable manner through our network of partner feeding programs, schools, healthcare partners, and community partners in the six counties we serve: Brevard, Orange, Osceola, Volusia, Seminole and Lake Counties. We do that by building and leveraging relationships in the community, fostering the capacity of a large diverse network of partner feeding programs, assessing community needs, utilizing data in decision-making and evaluation, working collaboratively internally and externally, maintaining a spirit of innovation, as well as engaging in advocacy.

Work Hours

Monday-Friday 8:30am-5:00pm; Occasional nights and weekends for special events; Up to 70% local travel within our six county service area

Job Summary

Under the direction of the Data Analyst, this position will assist with the rollout of Service Insights, a new cloud-based intake and data collection platform developed by Feeding America. Specifically, this role will include agency recruitment, training, onboarding, data collection, data entry and clean up. The role will also serve as a primary point of contact for agencies currently using Service Insights, or, those who are interested in learning more about it!

End date
Opportunity type
Administration (e.g., Finance, IT, HR)
Programs / Agency Relations / Clients
Job responsibilities

Job Responsibilities

- Communicate the benefits of Service Insights to our network of partner agencies to
encourage communication and address any questions or concerns.

- Work with Data Analyst and Director of Community Impact to support the Partner
Agency Service Insights Advisory Group.

- Schedule and conduct training with partner agencies

- Develop and update instruction manuals and other materials

- Provide on-site and off-site technical assistance throughout the implementation

- Ensure and propose necessary equipment needs for rollout (i.e. tablets, laptops, bar
code scanners, etc.)

- Ensure that agency partners (staff and volunteers) are trained in privacy and
confidentiality protocols, and that they are following protocols. Document training

- Work with Data Analyst to maintain an up-to-date system to track trainings and rollout

- Work with Data Analyst, Community Impact Department and cross-departmentally to
help communicate rollout goals and progress.
o Help to develop and support an internal Second Harvest Service Insights committee
and coordinate a regular meeting schedule and provide initiative updates
o Help to produce status reports for a variety of stakeholders

- Take part in the evaluation of the overall Service Insights program

- Provide feedback and ideas for improvements in efficiency and effectiveness of the

- Participate in Feeding America Service Insights peer learning groups 1-2 hours per

- Other duties as assigned


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Application qualifications

- Associate’s degree or equivalent

- Documented experience in technical customer support

- Ability to work with people from diverse social and ethnic backgrounds

- Documented experience training and speaking to groups and one-on-one

- Ability to effectively communicate both written and verbal information

- Experience with SAAS troubleshooting and device management

- Ability to maintain absolute confidentiality regarding sensitive written and verbal

- Demonstrated problem solving and critical thinking ability to resolve technical issues
and problems

- Demonstrated ability to work in a collaborative team environment and initiate action and
motivate others

- Ability to independently manage time and plan, organize, and set realistic and timely

- Ability to multi-task and thrive in a dynamic work environment

- Proficiency in Microsoft Office Suite

- Possession of a valid FL Driver’s license and driving record considered acceptable by
agency and insurance carrier

- Maintain and use a reliable, registered and insured vehicle for work related travel

Desired Skills and/or Certifications

- Bachelor’s degree in Information Technology, Management Information Systems, IT
Support or related field

- 2-3 years’ experience in Technical support, Business, IT, Customer Service,
Human/Social Services or Communications strongly preferred

- Bilingual in English/Spanish

- Experience with Tableau and/or Microsoft Power BI

- Experience with Microsoft Teams

How to apply
About the organization

If you don’t know about The Second Harvest Food Bank of Central Florida, let us start by saying this is a BIG operation! We are a private, nonprofit organization that collects, stores and distributes donated food to more than 550 feeding partners in six Central Florida counties: Brevard, Lake, Orange, Osceola, Seminole and Volusia. Last year, with the help of numerous donors, volunteers and a caring, committed community, the food bank distributed over 70 million meals to partner programs such as food pantries, soup kitchens, women’s shelters, senior centers, day care centers and Kids Cafes.

In addition to getting food to those in our community who need it, Second Harvest transforms dozens of lives directly every year through several innovative programs. Economically-challenged adults who graduate from our 16-week culinary training program are placed in ‘better than minimum wage”’ jobs that set them and their families on a path to self-sufficiency. We provide assistance to connect people who are eligible to receive SNAP food assistance benefits with the resources they need to access the program and get help. We collaborate with many social service agencies to address the broad spectrum of needs facing many members of our community.