IS Support Specialist I

YMCA Of Greater Seattle•Seattle, WA

4d•Onsite

About The Position

Information Services Support Specialist I is the first point of contact for 900+ YMCA staff seeking assistance for technology issues. They are members of the Information Services (IS) Help Desk Team, providing technical support over the computer, phone and in person, and maintaining the smooth operation of IS functions.

Requirements

Prior experience working with Windows client operating systems and Windows Servers
Experience with O365 and Active Directory.
Exceptional customer service orientation with a focus on rapport-building, listening, questioning skills and delivering information in a friendly manner to customers.
Ability to work well with people from many different disciplines with varying degrees of technical experience.
Excellent written & verbal communication with the ability to document issues and resolution, training materials, FAQs, etc.
Keen attention to detail.
Ability to take initiative and ownership by working independently or in a team environment.
Ability to lift and transport heavy to moderately heavy objects, such as computers and peripherals.
Must be able to travel up to 20%.

Nice To Haves

Prior IT work experience in a high school, college, or business environment is preferred
Prefer knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.).
Ability to speak any language in addition to English may be helpful.

Responsibilities

Primary responsibility is user support and customer service via Help Desk ticketing system, phone, IM and in-person.
Prioritizes and schedules tasks.
Escalates issues (when required) to the appropriate system owner.
Responsible for analyzing and resolving basic computer hardware, software, and network communication problems using diagnostic software and technical trouble-shooting processes.
Installs, configures, tests, maintains, monitors, troubleshoots and repairs end user workstation hardware, peripheral devices, network equipment and software.
Maintains a working knowledge of all enterprise level applications to troubleshoot network connectivity issues, installation of applications and basic user questions.
Enforce all IS policies and procedures.
Ensures agency integrity through compliance of software licenses, network security and application access.
Assists with developing and maintaining an inventory of all IS-managed equipment and software/licenses.
Computer support to branch locations.