Service / Help Desk / Technical Support

Help Desk Technician
Eliminate 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.
Qualifications

Associate'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.
Responsibilities

Serves as Tier 1 technical support and resources to YWCA staff
Operates and respond to helpdesk tickets, email and work orders
Answers telephone calls and respond to requests for software and hardware issues
Logs all service requests into YWCA's help desk tracking system
Records 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 Functions

YWCA assigned building
Occasional off-site locations
Potential outdoor events
Potential Actions: Sitting, standing, kneeling, bending, some lifting
Frequently required to remain stationary
Frequently required to move
Frequently required to utilize hand and finger dexterity
Occasionally required to climb, balance, bend, stoop, kneel or crawl
Occasionally work near moving mechanical parts
Occasionally work in high, precarious places
Occasionally work around fumes, airborne particles, or toxic chemicals
Continually required to communicate and exchange accurate information
Occasionally exposed to outside weather conditions
Occasionally exposed to wet and/or humid conditions (non-weather)
Occasionally required to smell
While 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 vision
Specialized equipment, machines, or vehicles used: computer, tablet
Frequent travel to and from offsite locations and events
Occasional exposure to bloodborne pathogens, airborne pathogens, or infectious materials
The 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