IT Service Desk Technician II

YWCA Seattle King Snohomish • WA

122d • $28 - $32

About The Position

At YWCA Seattle | King | Snohomish, we believe technology plays a critical role in supporting our mission to serve women, girls, and families. We’re looking for an IT Service Desk Technician who’s not only technically skilled but also thrives on helping people. In this role, you’ll support staff across multiple sites so they can focus on making a difference in the community. This Tier 2 position handles escalated tickets from Tier 1, tackles technical projects, and helps drive initiatives like software rollouts, migrations, and cybersecurity enhancements. You’ll work closely with Tier 1 and Tier 3 technicians, supporting everything from desktops and networks to security systems. If you enjoy solving problems, traveling between sites, and working on meaningful projects, this could be the role for you. We’re especially interested in candidates with a strong foundation in networking and cybersecurity and a willingness to approach work through an equity and antiracism lens. This position has a social justice component allowing for critical thinking around how the external systems impact the work that we are doing through the lens of racism and intersections with poverty.

Requirements

• Bachelor’s degree in a technology-related field with 2+ years’ experience, or Associate’s degree with 3+ years’ experience in a similar role.
• Strong understanding of networks, firewalls, and network security.
• Proficiency with O365/M365 administration.
• Familiarity with Windows registry, NTFS permissions, and organizational units.
• Experience with helpdesk applications (SolarWinds preferred) and remote management tools.
• Ability to follow ITIL and ISO processes, meeting established SLAs.
• Excellent problem-solving and communication skills.
• Adaptability and eagerness to learn new technologies.
• Positive, collaborative, and professional demeanor.
• CompTIA A+ and Network+ certifications (or equivalent knowledge).

Nice To Haves

• Experience supporting security and surveillance systems is a plus.

Responsibilities

• Provide hands-on and remote IT support, resolving escalated tickets and technical issues.
• Deliver an exceptional customer experience with clear, professional communication.
• Maintain and troubleshoot applications, software, and server imaging.
• Perform remote software installations and network troubleshooting.
• Create and manage accounts in O365/Azure and on-prem Active Directory.
• Analyze and mitigate cybersecurity threats using tools like Sentinel One and Rapid7.
• Document processes and build internal knowledge base articles.
• Collaborate on IT projects, including application rollouts and system upgrades.
• Support and configure security systems (e.g., HikVision, iVMS 4200).

Benefits

• Medical insurance
• Generous vacation, holiday, and sick leave plans
• Outstanding retirement plan
• Hourly Range: $28.00 - $32.00
• 40 Hours per week

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees