Helpdesk Technician YMCA of Pierce and Kitsap Counties - 3.5 Tacoma, WA Job Details Full-time $25 - $27 an hour 1 day ago Benefits Wellness program Paid holidays Disability insurance Health insurance Dental insurance Employee assistance program Vision insurance Employee discount 403(b) Loan forgiveness Paid sick time Qualifications Computer literacy Zoom Video conferencing software Microsoft Teams Productivity software Video conferences (communication methods) Technical Proficiency Video conferencing systems operation Full Job Description The YMCA of Pierce and Kitsap Counties is hiring a Help Desk Technician at our Association Office location. As a Help Desk Technician, you'll support the YMCA's IT team by providing friendly, first-level technical assistance and essential administrative support. From answering help desk calls and routing service requests to running scheduled reports, monitoring system alerts, and assisting with password resets, you'll help keep daily operations running smoothly and ensure staff have the support they need.

Compensation:

$25.00 to $27.00 per hour ( Compensation is determined based on relevant experience, skills, and qualifications, with most new hires starting between the minimum and midpoint of the posted wage range ) Position type: Full-Time, 40 Hours Per Week. This is a hybrid position.

Location:

Association Office, Tacoma, WA Benefits:

Medical, Dental, and Vision benefit plan options YMCA paid Life and Long-term Disability Insurance Opportunity to participate in the

YMCA 403

(b) retirement saving plan. After 2 years of Full-Time employment, the YMCA will contribute 8% of your monthly earnings Accrual of 15 days of paid vacation (vacation accruals increase with years of service) 8 paid Holidays/Floating Holidays per year Paid Sick Leave accrued at 1.23 hours for every 40 hours worked per year Employee Assistance Plan (EAP), Digital mental health counseling platform, Wellness program and LifeMart employee discount center Professional training, education and certification opportunities 20% discount on YMCA programs, Child Care services, and merchandise Public Service Loan Forgiveness eligibility for Full-Time employees

Key Responsibilities:

Act as the primary IT contact for YMCA staff. Answer staff phone calls to the IT Helpdesk. Monitor helpdesk queue and route incoming requests to the appropriate personnel. Assist staff in creating service requests on our ticketing system. Schedule, coordinate and dispatch IT staff to community centers. Escalate service requests that exceed agreed service levels. Review and monitor service tickets to ensure timely and accurate follow-up and resolution. Communicate with affected staff to keep them informed of incident progress, impending changes or planned outages. Provide basic technical support e.g. reset password, unlock AD accounts, etc. Generate IT related reports as requested or required.

Qualifications, Skills and Abilities:

One year or more of experience with Help Desk or technical customer service. Proficient with Microsoft Office 365. Demonstrated professionalism in both attitude and appearance. Excellent written and oral communication skills. Positive attitude and previous experience with diverse populations. Computer proficiency, including practical application of MS Office suite, including Teams, and Zoom. Ability to perform training in a group setting (feel comfortable speaking in front a group) Must be able to pass Background and Reference checks (in accordance with the WA State Fair Chance Act). Committed to valuing and promoting diversity and contributing to an inclusive working and learning environment. Able and willing to complete online Child Abuse Prevention training on first day, and other online and in-person training as required. At the YMCA of Pierce and Kitsap Counties, our primary objective is to empower people, inspire action, and strengthen the communities we call home. Join our team and support the Y's efforts to connect all people to their full potential and purpose. To apply visit our website at www.ymcapkc.org. Please note that employment with the YMCA of Pierce and Kitsap Counties is contingent upon successfully completing post-offer requirements, which may include age verification, reference checks, and state and national background checks. All inquiries and checks are conducted only after a conditional offer of employment is made. The YMCA of Pierce and Kitsap Counties is committed to diversity and inclusion throughout our organization and is an Equal Opportunity Employer -

Women/Minority/Veteran/Disabled Req Benefits:

Help Desk Technician Job Description Position Summary The Help Desk Technician serves as the primary administrative support for the IT team and provide basic first-level technical support to the YMCA staff. Person will answer the helpdesk phone, route incoming service request tickets, run pre-built scheduled reports, monitor system alerts and perform simple operations such as resetting passwords. The winning candidate will provide a positive, quality experience to our YMCA staff and exhibit the YMCA's core values: honesty, respect, responsibility, and caring. Key Responsibilities Act as the primary IT contact for YMCA staff. Answer staff phone calls to the IT helpdesk. Monitor helpdesk queue and route incoming requests to the appropriate personnel. Assist staff in creating service requests on our ticketing system. Schedule, coordinate and dispatch IT staff to community centers. Escalate service requests that exceed agreed service levels. Review and monitor service tickets to ensure timely and accurate follow-up and resolution. Communicate with affected staff to keep them informed of incident progress, impending changes or planned outages. Improve customer service, perception, and satisfaction for all users. Provide basic technical support e.g. reset password, unlock AD accounts, etc. Generate IT related reports as requested or required. Ability to work in a team and communicate effectively. Meet performance measurement by telling the Y story and raising charitable dollars to fulfill our mission. Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal asks and supporting branch events. Cleaning and sanitation protocols will be required of all staff. Staff will be responsible for frequent touchpoint cleaning and sanitizing in specific areas. Staff are expected to adhere to all safety protocols and procedures, including the use of PPE. Embraces and actively promotes an inclusive and equitable work environment. Other duties as assigned. Qualifications, Skills and Abilities A commitment to valuing and promoting diversity and contributing to an inclusive working and learning environment. One-year experience I help desk or technical customer service. Proficient with Microsoft Office 365. Demonstrated professionalism in both attitude and appearance. Excellent written and oral communication skills. Positive attitude and previous experience with diverse populations. Computer proficiency, including practical application of MS Office suite, including Teams, and Zoom. Complete online Child Abuse Prevention training on first day. Complete other online and in-person training as required. Working Conditions/Physical Demands Regularly required to talk or hear in person and/or through technology. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. Must frequently lift or move up to 50 pounds and occasionally lift or move a higher amount. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Occasionally may need to plan and participate in programming outdoors. Employee Acknowledgement This job description indicates the general nature and levels of work, knowledge, skills, abilities and other essential functions expected of this position. This document is not an exhaustive list and other duties, responsibilities and activities may change or assigned at any time with or without advanced notice. This job description does not constitute a contract of employment and the YMCA of Pierce and Kitsap Counties may exercise employment-at-will rights at any time. By signing below, you are acknowledging that you have read the document in its entirety and that you understand the requirements, essential functions, and job duties of this position. Further, you acknowledge that you are able to perform the duties of the position with or without reasonable accommodation(s), and that should you need assistance, that you are responsible for notifying your Director, Executive Director, and/or Human Resources.

Compensation:

$25.00 to $27.00 per hour