Help Desk Technician - On site

The National Council of Young Men’s Christian Associations of the United States of America; Westfield (NJ); On-site; USD 50,000 - 68,000; Full time

Job summary

Westfield Area YMCA seeks a Help Desk Technician to support the IT Director, maintain the IT ticketing system, and provide end-user assistance across Microsoft 365, SharePoint, and related infrastructure. This is an on-site role requiring strong communication and problem-solving skills.

Ideal candidates have at least two years in help desk environments, familiarity with HTML/CSS, basic networking, and the ability to convey technical issues to non-technical staff.

Qualifications

• Associate’s degree in computer science or related field preferred or equivalent experience.
• Minimum two years’ experience supporting help desk ticketing systems and Microsoft software.
• Experience with HTML/CSS, documentation techniques, and basic networking infrastructure.
• Ability to communicate technical issues to non-technical staff.

Responsibilities

• Support the IT Director in developing and maintaining the organization’s support ticket system.
• Provide personalized technical support for end users.
• Maintain Microsoft 365 platform, including SharePoint and CoPilot configuration.
• Manage and maintain web infrastructure, ensure PCI compliance and IT best practices.
• Grow knowledge base to support enterprise software, VOIP, camera surveillance, and networking.

Skills

Help desk

Ticketing systems

Microsoft software

Operating Systems

HTML/CSS

Documentation

Social media platforms

Networking basics

Education

Associate degree in computer science or related field

Tools

SharePoint

CoPilot

Microsoft 365

Job description

The Westfield Area YMCA is a nonprofit human service organization dedicated to developing the full potential of every individual and family in the communities it serves through programs that build healthy spirit, mind and body for all.

We are looking for a Help Desk Technician, who is responsible for supporting the IT Director in developing and maintaining the organization’s support ticket system, assisting with projects, and providing personalized technical support for end users. This includes the support of maintenance of Microsoft 365 platform, including Sharepoint and CoPilot configuration, digital media distribution, managing and maintaining web infrastructure, ensuring PCI compliance, best practices and industry standards, and help desk management/support for staff. Grow knowledge base to provide technical and practical support to enterprise software, VOIP phone system, camera surveillance, and network infrastructure. Utilize strong verbal and written communication skills to provide assistance as a hub of IT resource information to staff, and volunteers. This is an in‑person, on‑site role.

• Associate’s degree in computer science or related field preferred or equivalent experience.
• Minimum two years’ experience supporting help desk ticketing systems, Microsoft software and Operating Systems, HTML/CSS, documentation techniques, social media platforms, and basic networking infrastructure.
• Requires good problem-solving skills and the ability to communicate technical issues to non‑technical individuals.
• Must possess, maintain and renew ASHI Basic Life Support (BLS) for Healthcare Providers and Professional Rescuers, ASHI Basic First Aid, EPI and Asthma certifications, or equivalent or obtain within 90 days of hire and be able to perform procedures in accordance with required training.
• Knowledge of and commitment to the mission of the YMCA and its capacity to build strong kids, families and communities. The ability to articulate and model YMCA’s four core values of Caring, Honesty, Respect and Responsibilities are essential.
• Must be able to lift at least 50 lbs. Regularly required to stand; walk; reach with hands or arms; meet strength and lifting requirements; climb or balance; stoop, kneel, crouch, or crawl; Frequently required to sit; use hands to manipulate, handle, or feel objects, tools, or controls; and speak clearly and hear. Occasionally required to ascend/descend a ladder. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.