PC Support Technician

Old Colony YMCA•Brockton, MA

About The Position

The PC Support Technician provides end-user support for PC, printer, network, and mobile hardware and software, including access to file servers, email, and shared folders. The role supports users remotely and onsite, troubleshoots and resolves technical problems, and documents work in the ticketing system. The technician helps ensure the confidentiality and reliability of corporate data, proprietary information, and intellectual property, and demonstrates the YMCA values of caring, honesty, respect, and responsibility. The position also maintains computer equipment and parts inventory, keeps the server room orderly and labeled, works with third-party support providers and vendors, and assists the Director of IT, System Administrator, and CIO as needed. It has no supervisory or fiscal responsibilities. The role includes keeping the immediate office area neat and clean and participating in interdivisional assignments as assigned. The stated pay range is $29.81 to $32.00 per hour.

Requirements

Associate degree in Computer Science or a related field, or equivalent experience.
Thorough understanding of basic networking technologies, PC hardware, and Windows operating software.
Ability to understand users’ needs and problems, develop solutions, and communicate effectively.
Ability to lift, transport, and install computer and ancillary equipment as necessary.
Valid Massachusetts driver’s license and ability to drive to multiple locations as required by the position.

Nice To Haves

Broad knowledge of YMCA philosophy, mission, and functions is helpful.

Responsibilities

Provide day-to-day remote and onsite user support, emphasizing timely service and user satisfaction.
Troubleshoot computer issues, password resets, file shares, internet and email problems, printer installations, malware or viruses, unavailable sites, and Wi-Fi issues.
Develop and implement solutions while applying appropriate prioritization.
Document and track support work through timely completion in the ticketing system.
Provide PC hardware and software maintenance and failure support to maintain functional, reliable systems.
Work with third-party support providers and vendors.
Protect data through physical security, antivirus methods, and backup and recovery for individual PCs.
Maintain inventory of computer equipment and parts and keep the server room orderly and labeled.
Monitor developments and trends in PCs, networking, communications hardware, and software.
Assist the Director of IT, System Administrator, and CIO as needed.
Keep the immediate office area neat and clean.
Participate in interdivisional job assignments as assigned.
Model and teach YMCA values and provide high-quality service focused on improving lives.
Support collaboration, inclusion, effective communication, relationship-building, and staff feedback and guidance.
Support operational effectiveness through decision-making frameworks, planning, best practices, budgeting, and accountability for results.
Share new insights, facilitate change, model adaptability, and address sensitive issues or inappropriate behavior using non-threatening methods.