Helpdesk Technician

YMCA of Pierce and Kitsap Counties•Tacoma, WA

2d•$25 - $27•Hybrid

About The Position

The YMCA of Pierce and Kitsap Counties is hiring a Help Desk Technician at their Association Office location. As a Help Desk Technician, you will support the YMCA’s IT team by providing friendly, first-level technical assistance and essential administrative support. This role involves answering help desk calls, routing service requests, running scheduled reports, monitoring system alerts, and assisting with password resets to ensure daily operations run smoothly and staff have the support they need.

Requirements

One year or more of experience with Help Desk or technical customer service.
Proficient with Microsoft Office 365.
Demonstrated professionalism in both attitude and appearance.
Excellent written and oral communication skills.
Positive attitude and previous experience with diverse populations.
Computer proficiency, including practical application of MS Office suite, including Teams, and Zoom.
Ability to perform training in a group setting (feel comfortable speaking in front a group).
Must be able to pass Background and Reference checks (in accordance with the WA State Fair Chance Act).
Committed to valuing and promoting diversity and contributing to an inclusive working and learning environment.
Able and willing to complete online Child Abuse Prevention training on first day, and other online and in-person training as required.

Responsibilities

Act as the primary IT contact for YMCA staff.
Answer staff phone calls to the IT Helpdesk.
Monitor helpdesk queue and route incoming requests to the appropriate personnel.
Assist staff in creating service requests on our ticketing system.
Schedule, coordinate and dispatch IT staff to community centers.
Escalate service requests that exceed agreed service levels.
Review and monitor service tickets to ensure timely and accurate follow-up and resolution.
Communicate with affected staff to keep them informed of incident progress, impending changes or planned outages.
Provide basic technical support e.g. reset password, unlock AD accounts, etc.
Generate IT related reports as requested or required.

Benefits

Medical, Dental, and Vision benefit plan options
YMCA paid Life and Long-term Disability Insurance
Opportunity to participate in the YMCA 403(b) retirement saving plan. After 2 years of Full-Time employment, the YMCA will contribute 8% of your monthly earnings
Accrual of 15 days of paid vacation (vacation accruals increase with years of service)
8 paid Holidays/Floating Holidays per year
Paid Sick Leave accrued at 1.23 hours for every 40 hours worked per year
Employee Assistance Plan (EAP), Digital mental health counseling platform, Wellness program and LifeMart employee discount center
Professional training, education and certification opportunities
20% discount on YMCA programs, Child Care services, and merchandise
Public Service Loan Forgiveness eligibility for Full-Time employees