IT Helpdesk Specialist

YMCA; New York (NY); Remote; USD 50,000 - 70,000; Full time

Job summary

The YMCA of Greater New York is seeking an IT Helpdesk Specialist to provide remote IT support. The ideal candidate will have strong technical skills and a commitment to customer service. Responsibilities include resolving support queries, troubleshooting issues, and managing documentation. The role requires availability for weekend and evening shifts.

Benefits

Retirement Benefits

Medical

Paid Time Off

Free YMCA Membership

Qualifications

• Minimum of one year of IT Helpdesk experience.
• Proficiency in troubleshooting hardware and software issues.

Responsibilities

• Respond swiftly to Helpdesk calls and resolve support queries.
• Assist clients by troubleshooting hardware and software issues remotely.
• Manage documentation for user account setup and termination.

Skills

Customer Service

Communication

Organization

Multitasking

Attention to Detail

Education

Associate's Degree

Tools

Microsoft Office 365

Active Directory

Ticketing Software

ConnectWise

Kaseya

Job description

The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.

To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and the “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all.

The YMCA of Greater New York Association Office is seeking an IT Helpdesk Specialist who will provide remote IT support, focusing on computer hardware, operating systems, and application software. The ideal candidate will demonstrate a strong commitment to customer service, robust technical abilities, and a dedication to excellence. The IT Helpdesk Specialist must be detail-oriented, capable of multitasking in a dynamic environment, and have outstanding communication and organizational skills. This role includes weekend and evening shifts.

Key Responsibilities:

1. Respond swiftly to Helpdesk calls, ensuring prompt resolution of support queries and service requests.
2. Utilize your knowledge of Active Directory.
3. Work efficiently with a ticketing system for issue tracking.
4. Assist clients by troubleshooting hardware and software issues remotely (e.g., using ConnectWise, Kaseya).
5. Manage documentation for user account setup and termination.
6. Conduct follow-ups to ensure customer satisfaction.
7. Perform additional duties as assigned by the Helpdesk Manager.

Desired Skills & Experience:

1. Associate's degree or equivalent work experience.
2. Minimum of one (1) year of IT Helpdesk experience.
3. Proficiency in Microsoft Office 365, VPN, Mobile Devices, Ticketing Software, and Active Directory.
4. Solid understanding of Active Directory and mobile devices (Android and iOS).
5. Experience with Microsoft Office 365.
6. Proficiency in using a Helpdesk ticketing system.
7. Capability to troubleshoot various hardware and software issues across Windows and Apple platforms.
8. Skill in assessing issue severity and prioritizing tasks based on business impact.
9. Strong organizational skills, attention to detail, and a positive, team-oriented attitude.
10. Must be available to work weekends, early mornings, and late evenings.

Benefits:

The YMCA of Greater New York offers a variety of benefits to its staff members, including retirement benefits, medical, paid time off, free YMCA membership, and more! Benefit eligibility is determined by employment status (full-time or part-time), tenure, and hours scheduled to work. Click here for more information.

How to Apply:

If you would like to join our dynamic team, please complete our online application and submit your résumé along with a cover letter explaining your interest in the role and our organization.

If you are a current YMCA employee, please submit your application through the Internal Career Site in Cornerstone.