Help Desk Technician

Help Desk TechnicianEliminate racism, empower women, and promote peace, justice, freedom and dignity for all.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 troubleshooting 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.QualificationsAssociate's degree or post-secondary education in Information Systems, Computer Science, Business Administration or related field preferred.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.Experienced with running network cable preferred.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.ResponsibilitiesServes as Tier 1 technical support and resources to YWCA staffOperates and respond to helpdesk tickets, email and work ordersAnswers telephone calls and respond to requests for software and hardware issuesLogs all service requests into YWCA's help desk tracking systemRecords 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.Working Conditions and Essential FunctionsYWCA assigned buildingOccasional off-site locationsPotential outdoor eventsPotential Actions: Sitting, standing, kneeling, bending, some liftingFrequently required to remain stationaryFrequently required to moveFrequently required to utilize hand and finger dexterityOccasionally required to climb, balance, bend, stoop, kneel or crawlOccasionally work near moving mechanical partsOccasionally work in high, precarious placesOccasionally work around fumes, airborne particles, or toxic chemicalsContinually required to communicate and exchange accurate informationOccasionally exposed to outside weather conditionsOccasionally exposed to wet and/or humid conditions (non-weather)Occasionally required to smellWhile performing the duties of this job, the noise level in the work environment is usually moderate, occasionally loud.The employee must occasionally lift and /or move more than 20 pounds.Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral visionSpecialized equipment, machines, or vehicles used: computer, tabletFrequent travel to and from offsite locations and eventsOccasional exposure to bloodborne pathogens, airborne pathogens, or infectious materialsThe above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Equal Opportunity Employer