Technology Support Specialist Somerville YMCA Somerville, MA Job Details Full-time $50,000 - $55,000 a year 1 hour ago Benefits Health insurance Dental insurance 401(k) Paid time off Parental leave Vision insurance Employee discount Retirement plan Qualifications Microsoft Word Customer communication Computer science Microsoft Excel Microsoft Outlook Computer Science IT user and group management Data permissions Windows Incident Escalation Internal employee customer service Productivity software support Desktop (troubleshooting support) Desktop administration Associate's degree Escalation handling Information Technology Full Job Description We're hiring! The Somerville YMCA is looking for a full-time Technology Support Specialist to join our mission-driven team in Somerville, MA. This is a great opportunity for a hands-on, service-focused IT professional who enjoys solving problems, supporting staff, and keeping technology running smoothly in a community-centered environment. If you have experience with desktop support, Microsoft 365, devices, business applications, and troubleshooting—and you're looking for meaningful work with strong benefits and room to grow—we'd love to hear from you. Apply today and help support the technology that powers our programs, staff, and community impact. Position Summary This role provides day-to-day support for staff, devices, software, business applications, and technology operations at the Somerville YMCA. The Specialist resolves routine and moderately complex issues independently, documents recurring concerns, and coordinates with vendors or the managed IT provider when escalation is needed. Essential Duties & Responsibilities End User Support Serve as the first point of contact for staff technology needs and respond in a timely, professional, and solutions-oriented manner. Troubleshoot desktops, laptops, printers, phones, tablets, Wi-Fi, shared drives, applications, and user access issues. Support Microsoft 365 tools, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, basic account access, and permissions questions. Document requests, resolutions, and recurring issues; provide practical guidance to staff with varying levels of technical comfort. Device Deployment & Maintenance Configure, deploy, maintain, and support staff computers, laptops, tablets, printers, phones, and program technology. Prepare workstations for new employees and coordinate technology steps for onboarding, role changes, and offboarding. Maintain technology inventory, track repairs and replacements, and coordinate warranty or vendor support as needed. Business Application Support Support YMCA operational systems, including childcare platforms, HubSpot CRM, membership and billing applications, Hexnode, Constant Contact, payment platforms, and related user access. Assist with account setup, permissions updates, password resets, application troubleshooting, and staff questions. Coordinate with software vendors to submit support cases, test fixes, communicate updates, and confirm resolution. Website & Digital Support Maintain routine website updates, including program information, announcements, forms, links, and basic quality checks. Support online forms, registrations, email campaigns, digital communications, and basic reporting needs. Identify practical ways to streamline workflows, reduce manual steps, and improve data accuracy. Infrastructure & Operations Support Coordinate with the YMCA's managed IT provider on network, systems, security, backup, and escalation issues. Monitor and support Wi-Fi, shared technology spaces, printers, program devices, front-desk equipment, and security camera systems. Support technology projects and upgrades by preparing equipment, testing changes, coordinating schedules, and communicating impacts. Maintain site-specific technology documentation, including procedures, vendor contacts, access steps, and troubleshooting guides. Qualifications Required Associate degree in Information Technology, Computer Science, or related field; equivalent experience will be considered. Minimum of 2 years of hands-on technical support, desktop support, help desk, or similar experience required; 3 or more years preferred. Experience supporting Windows 10/11 environments.

• Experience supporting Microsoft 365 applications and basic user administration, including account setup, permissions, and troubleshooting. Strong troubleshooting and problem-solving skills. Excellent customer service and communication skills.

• Ability to prioritize multiple requests, manage follow-up, and work independently while knowing when to escalate more complex issues. Preferred Experience supporting nonprofit, education, childcare, healthcare, or membership-based organizations. Experience with HubSpot, CRM systems, or registration software. Experience supporting mobile devices and tablets. Knowledge of basic networking concepts (Wi-Fi, TCP/IP, printers, switches). CompTIA A+, Network+, Microsoft Fundamentals, or similar certifications. Desired Characteristics The successful candidate will: Bring sound technical judgment and a calm, service-focused approach to troubleshooting. Be patient and approachable with non-technical users. Take ownership of issues, communicate status clearly, and follow through to resolution. Be organized and detail oriented. Work independently while collaborating with vendors and staff. Support the mission and values of the YMCA.

Pay:

$50,000.00 - $55,000.00 per year

Benefits:

401(k) Dental insurance Employee discount Health insurance Paid time off Parental leave Retirement plan Vision insurance

Work Location:

In person