Service Desk Technician - YESS IT - National Office (Remote)

The Service Desk Technician is responsible for providing technical support for service requests in a timely and professional manner to end-users. This includes all technology such as workstations, servers, printers, networks, mobile devices, vendor-specific hardware and software, and cloud technologies. Furthermore, they are responsible for managing relationships, overseeing inventory, and controlling facilities.

This is a remote position; candidate will be required to work a schedule that meets the needs of customers across varying time zones. 

YMCA of the USA is a work from anywhere in the U.S. workplace.

• Regularly review issues submitted to the ticket tracking system via email, phone calls, or alerts from the monitoring system.
• Providing IT support for technical issues related to Microsoft's core business applications and operating systems.
• Maintain and review system documentation in the ticket tracking system and shared document location.
• Take ownership of the quality of all on-site and remote end-user support services. Maintain communication with users, ensuring they are informed about incident progress, notified of upcoming changes, and aware of any agreed outages.
• Maintain service levels on all service tickets.
• Escalate service requests that require engineer or vendor level support.
• Maintain a systematic approach to IT asset management to ensure all devices are fully accounted for, deployed, maintained, upgraded, and disposed of on a timely basis.
• Installs, configures, upgrades, and maintains laptop computers and tablet devices.
• Installs and configures applications and operating system software and upgrades.
• Performs setup and maintenance of users within Microsoft Active Directory following established procedures.
• Performs new user onboarding including equipment use, sign-in, best practices, cybersecurity awareness.
• Performs computer repairs and communications with vendors for warranty and troubleshooting issues.
• Assists users in the procurement of software and computer peripherals.
• Supports technology in onsite conference and meeting rooms.
• Prepares training documents and trains users on technology related topics (i.e., Office Suite)
• Assists in preparing, documenting, maintaining and upholding IT helpdesk procedures and reporting.
• Maintain current as-built documentation, including network, server, and circuit topology for troubleshooting, IT roadmap planning, and business continuity purposes.
• Ensures MDF, storage areas and IT work areas are in a clean, secure, and safe state.
• Performs other duties as assigned 

• Bachelor’s degree related to Information Technology
• Related certifications preferred
• Minimum 1-2 years of helpdesk experience is required
• Understanding and working knowledge related to: Client OS support (Win10 and Win11), Microsoft Server OS, Active Directory, Web, spam, and anti-virus filtering, Microsoft 365 and Exchange Online, Remote access solutions, Server and desktop virtualization, Backup and disaster recovery solutions
• Diagnosis skills of technical issues and ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide services
• Experience with installations and upgrades is required
• Knowledge of Apple products including Macs, iPads, IOS and OSX Operating Systems is preferred
• Excellent verbal, written, interpersonal communication and customer service skills are required
• Excellent attention to detail and organizational skills are required
• Ability to work in a fast-paced environment and support both onsite and remote end-users is required
• Ability to work alone and in a team and perform follow through on tasks is required
• Staying current with the latest hardware and software technologies is required
• Commitment to the YMCA character development values of caring, honesty, respect and responsibility is required

WORK ENVIRONMENT & PHYSICAL DEMANDS:

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

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee frequently is required to sit and reach, and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.

We offer a full benefits package including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan, life and disability insurances, technology stipend, and generous paid time off, all in a work from anywhere in the U.S. workplace.