IS Support Specialist I

Seattle YMCA; Seattle (WA); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

YMCA membership

Health insurance

Retirement plan

Mental health resources

PTO

Childcare discounts

Job summary

Seattle YMCA is seeking an Information Services Support Specialist I to be the first point of contact for 900+ staff seeking technology help. The role includes in-person, phone, and ticket-based support to ensure seamless IT operations across the organization.

You will resolve basic hardware/software issues, manage access and security, and assist with enterprise applications. A focus on customer service and collaboration with IS teams is essential for success.

Qualifications

• Prior IT work experience in a school, college, or business environment is preferred.
• Experience with Windows client operating systems and Windows Servers.
• Experience with O365 and Active Directory.
• Ability to document issues and resolutions clearly and professionally.
• Excellent written and verbal communication with a focus on customer service.

Responsibilities

• Provide user support and customer service via Help Desk ticketing, phone, chat, and in-person.
• Analyze and resolve basic hardware, software, and network issues using diagnostic tools.
• Install, configure, test, maintain, and repair end-user workstation hardware and software.
• Maintain knowledge of enterprise applications to troubleshoot connectivity issues and installations.
• Enforce IS policies and manage software licenses, security, and access compliance.
• Assist in inventorying IS-managed equipment and software/licenses.

Skills

Customer service

Diagnostics

Technical issue triage

Communication

Teamwork

Tools

Windows OS

O365

Active Directory

Help Desk software

Job description

Overview

Our Commitment to Equity The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.

Job Summary

Information Services Support Specialist I,is the first point of contact for 900+ YMCA staff seeking assistance for technology issues. They are members of the Information Services (IS) Help Desk Team, providing technical support over the computer, phone and in person, and maintaining the smooth operation of IS functions.

What you'll get from working at The Y:

• Membership to the YMCA of Greater Seattle for you and your household
• Medical, Dental, Vision, and Life insurance
• Retirement with generous employer contributions
• Free access to mental health resources
• Rapidly-accruing paid time off (PTO) available immediately upon hire
• Discounts on qualifying YMCA of Greater Seattle childcare and day camp programs

Hiring range: $25.00-28.00/hr Schedule: 8:30am-5pm in-person Monday-Friday.

Responsibilities

1. Primary responsibility is user support and customer service via Help Desk ticketing system, phone, IM and in-person. Prioritizes and schedules tasks. Escalates issues (when required) to the appropriate system owner.
2. Responsible for analyzing and resolving basic computer hardware, software, and network communication problems using diagnostic software and technical trouble-shooting processes.
3. Installs, configures, tests, maintains, monitors, troubleshoots and repairs end user workstation hardware, peripheral devices, network equipment and software.
4. Maintains a working knowledge of all enterprise level applications to troubleshoot network connectivity issues, installation of applications and basic user questions.
5. Enforce all IS policies and procedures. Ensures agency integrity through compliance of software licenses, network security and application access.
6. Assists with developing and maintaining an inventory of all IS-managed equipment and software/licenses.

Code of Conduct for Applicants

Qualifications

1. Prior IT work experience in a high school, college, or business environment is preferred
2. Prior experience working with Windows client operating systems and Windows Servers
3. Experience with O365 and Active Directory.
4. Other applicable education, training, and experience, which provide the knowledge, abilities, and skills necessary to perform effectively in the position will be considered.
5. Exceptional customer service orientation with a focus on rapport-building, listening, questioning skills and delivering information in a friendly manner to customers. Ability to work well with people from many different disciplines with varying degrees of technical experience.
6. Excellent written & verbal communication with the ability to document issues and resolution, training materials, FAQs, etc. Keen attention to detail.
7. Ability to take initiative and ownership by working independently or in a team environment.
8. Ability to lift and transport heavy to moderately heavy objects, such as computers and peripherals.
9. Prefer knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.). Ability to speak any language in addition to English may be helpful.
10. Computer support to branch locations. Must be able to travel up to 20%.

You'll be a great fit for the Seattle Y if you:

• Thrive on working in a collaborative environment
• Are very adaptable
• Have high ownership and strong work ethic
• Are a great problem solver who can think on your feet
• Truly enjoy being of service to people
• Like being part of a team that cares about one another as people and enjoy working together
• Want to know that the work you do contributes to building a better, stronger community for all

At the Seattle Y, we are an inclusive organization ofpeople with a shared commitment to nurture the potential of youth, promote healthy living, and foster social responsibility. We also believe in supporting the wellbeing of our employees and offer a free Y membership as a benefitof employment.

Become a leader on our team at the YMCA of Greater Seattle where we promote a continuous learning environment and career opportunities.

YGS is an equal opportunity employer and is committed to creating a diverse and equitable work environment. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by local, state or federal law.

We are a drug & alcohol-free workplace; all job offers are contingent on the results of a background check and (on applicable jobs) drug screening, including screening for marijuana. We participate in the Federal E-Verify system.

If you need assistance of any kind with the application process, reach out to [e-mail] or the HR department at 206.382.5082.

Service, Specialist, Support, Assistant, Worker, Advisor, Representative

MISSION STATEMENT:

Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body.

OUR VALUES:

• Respect
• Responsibility
• Honesty
• Caring
• Passion for Excellence