Help Desk Technician

The Young Women's Christian Association of Kalamazoo, Mich•Parchment, MI

2d•Onsite

About The Position

Under the supervision of the Director of Technology, the Help Desk Technician will provide Tier 1 support. The Help Desk Technician will assist employees with tier I trouble shooting and resolution of software and hardware support to YWCA’s employees via phone, email, HD tickets and computer chat. This position will ask appropriate questions and use knowledge and resources to diagnose and resolve employee issues. Escalate issues that extend beyond Tier I to the Director of Technology; responsible for logging all service requests into the YWCA tracking system.

Requirements

Must pass criminal, child abuse and neglect, and sex offender background checks.
One to three years of technical hands-on-experience delivering technology and services.
One year of help desk or related duties.
Ability to respond to change as needed.
Operates within organizational structure, customs, practices, policies and procedures.
Knowledge of the latest advances in software and technology.
Excellent verbal and written communication skills.
Able to ask clarifying questions.
Proven customer service skills.
Able to work with people of diverse backgrounds.
Polite, professional demeanor with high ethical standards and willingness to learn.
Ability to maintain strict confidentiality.

Nice To Haves

Associate’s degree or post-secondary education in Information Systems, Computer Science, Business Administration or related field preferred.
Experienced with running network cable preferred.
Ideal candidates will currently reside in the Southwest Michigan area or plan to relocate to the area in the near future.

Responsibilities

Serves as Tier 1 technical support and resources to YWCA staff
Operates and respond to helpdesk tickets, email and work orders
Answers telephone calls and respond to requests for software and hardware issues
Logs all service requests into YWCA’s help desk tracking system
Records the problem description, including specific error messages and/or symptoms, any troubleshooting steps are taken, and the result and the solution, if applicable.
Resolves basic or routine issues.
Escalates critical issues to tier-2 or tier-3 staff.
Tracks and maintains technology inventory and log destruction of specific hardware when necessary.
Performs onsite assistance when appropriate.
Attends all team and staff meetings, participates in collective team and agency efforts, and complies with all YWCA Kalamazoo policies and practices.
Remains flexible and manages changing priorities on a continuing basis.
Knows and adheres to Association policies, procedures, and practices.
Safeguards confidential information gained because of the position.
Complies with Association policy regarding required reporting of child abuse.
As a YWCA employee, projects a positive image of the Association and its programs to the community.
Works cooperatively with program participants, YWCA staff, and volunteers.
Other duties as assigned.