As the IT Help Desk, you'll provide high-level technical support and project management for key IT initiatives. You'll manage tasks such as setting up network logins, troubleshooting hardware/software issues, and creating knowledge bases, all while collaborating across departments in a fast-paced, deadline-driven environment.

A successful candidate will have experience with Microsoft Office, a strong understanding of computer systems, and a commitment to diversity, equity, and inclusion. You’ll play a vital role in supporting our staff, ensuring seamless IT operations, and delivering excellent customer service to all members of the YMCA community.

If you're a proactive team player with strong organizational skills, a passion for solving problems, and the ability to communicate complex technical issues in clear, actionable steps, we invite you to apply and help advance our mission at the YMCA.

ESSENTIAL FUNCTIONS include the following, other duties may be assigned

1. Thinks, communicates and behaves as a cause-driven leader and role model for other staff and members when it comes to desired staff behaviors; promotes youth development, healthy living, and social responsibility in all job-related functions
2. Promotes and delivers quality customer service, professional demeanor and appropriate direction to callers and visitors.
3. Ability to work effectively with diverse groups and viewpoints from all social and economic segments of the organization and community. A commitment to diversity, equity, inclusion, and anti-racism is expected from our staff.
4. Provide project management, coordination and high level support for key IT initiatives, which includes ownership of various IT duties and responsibilities.
5. Takes assigned tickets from IT including:
6. • Setup New Emails and Delete Old employee emails
   • Setup new Network Logins, delete old employee logins
   • Create new knowledge bases and help manage existing knowledge bases
   • Diagnose and resolve technical issues related to computer hardware, software, and network systems
   • Uses ticketing system to promptly respond to user need and follows up for resolution
   • Assist in imaging of computers as required
   • Assist with training of the user population of best practices of Cyber Security
   • Communicate customer feedback to the appropriate internal team members
     
     
7. Adheres to policies related to boundaries with youth. Participates in required abuse risk
   management training. Reports suspicious and inappropriate behaviors. Follows mandated abuse reporting requirements. Adheres to job specific abuse risk management responsibilities.
8. All other duties as assigned to advance the Mission of the YMCA.

QUALIFICATIONS

• High school diploma or general education degree (GED); one year of related experience and/or training; or equivalent combination of education and experience.
• Passionate belief in the Y’s cause of nurturing the potential of all youth, supporting healthy living for all people and finding ways to help and support our neighbors
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Experience and working knowledge of Windows and Microsoft Office
• Strong organizational skills to effectively manage responsibilities
• Ability to collaborate with a team and/or work independently
• Ability to work effectively within cross-departmental teams
• Work creatively and multitask in a deadline-driven environment

TECHNICAL SKILLS

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• Ability to break down technological processes and deliver clear, step-by-step instructions
• Strong verbal and written communication skills
• Gmail and Microsoft 365 experience preferred
• Network and AD experience preferred