Service Desk Engineer III - Metro YMCA of Greater Long Beach - 1.0 Long Beach, CA Job Details Full-time $27.07 - $39.23 an hour 6 hours ago Benefits Health insurance Paid time off Vision insurance Qualifications Teamwork IT service management Data recovery Server backup and recovery Network infrastructure Change management Bachelor's degree Disaster recovery implementation Vendor communication Networking equipment (troubleshooting support) Data backup CompTIA A+

Full Job Description Pay:

$27.07 - 39.23

Hours:

Full Time, non-exempt, on-site

POSITION SUMMARY

The Service Desk Engineer III provides expert-level support for complex technology problems and requests. By providing fast, efficient, and effective resolution, this position helps YMCA staff remain productive and receive maximum value from technology investments. The position also mentors lower-level technical staff to increase their ability to independently handle advanced support.

OUR CULTURE

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.

We are welcoming:

we are open to all. We are a place where you can belong and become.

We are genuine:

we value you and embrace your individuality.

We are hopeful:

we believe in you and your potential to become a catalyst in the world.

We are nurturing:

we support you in your journey to develop your full potential.

We are determined:

above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS

Provide excellent customer service and communicate clearly with technical and non-technical users and staff. Follow established support processes and guidelines. Provide Tier 3 support for complex hardware, software application, network, and security-related problems and requests. Log, diagnose, repair, resolve, and communicate reported problems to the end user, client, or department. Diagnose and resolve advanced technical issues and escalate requests that are beyond assigned capability or authority. Mentor lower-level technical staff to strengthen advanced troubleshooting and independent problem resolution. Document learned processes and technical solutions within the knowledge base for end users and IT staff. Accurately record work performed on requests, issues, and tasks and maintain complete ticket documentation. Support achievement of service-level, customer satisfaction, documentation, ticket quality, and resolution goals. Acquire and maintain technical skills necessary to support the YMCA technology environment. Perform other duties as assigned.

LEADERSHIP COMPETENCIES

Mission Advancement:

Accepts and demonstrates the Y's values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.

Collaboration:

Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person's point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness:

Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth:

Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS

Three or more years of experience in a similar advanced service desk, systems support, or network support role. Bachelor's degree in Information Systems, Security, or a related field preferred. Nonprofit or YMCA experience preferred. Advanced networking and security troubleshooting skills, including DHCP, DNS, VLANs, spanning tree, QoS, high-availability and stacked devices, wireless networks, firewalls/gateways, and LAN/bandwidth issues. Advanced Microsoft 365 administration and security/compliance experience, including transport rules, environment setup/configuration, audit and analysis, and PowerShell queries. Backup and disaster recovery knowledge with the ability to respond to and resolve DR scenarios. Strong written and verbal communication, analytical problem-solving, project management, vendor escalation, training, and change-management skills. Ability to work independently, manage multiple priorities, remain effective under pressure, and maintain a service-oriented approach. Preferred certifications include CompTIA A+, CompTIA Network+, Microsoft 365

Certified:

Administrator Expert, and ITIL Foundations. Criminal clearance, including fingerprints and background clearance, as required by the YMCA. Complete required new employee orientation and child abuse prevention training.

WORK ENVIRONMENT & PHYSICAL DEMANDS

Environmental Factors:

Primarily indoor office and YMCA facility environments. The position is on-site and may require after-hours support in response to technology issues or service needs. Noise level is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to stoop, bend, kneel, crouch, talk, hear, stand, walk, sit, and reach with hands and arms. The employee must occasionally lift, push, pull, and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Pay:

$27.07 - $39.23 per hour

Benefits:

Health insurance Paid time off Vision insurance Application Question(s): Years of experience in an advanced (Tier 3) service desk, systems support, or network support role? Describe your advanced networking and security troubleshooting experience (DHCP, DNS, VLANs, firewalls/gateways, wireless, high availability). Describe your Microsoft 365 administration and security/compliance experience, including PowerShell and backup/disaster recovery. Do you have nonprofit or YMCA experience? If so, briefly describe your role.

Work Location:

In person