IT Support Specialist

YPO; United States; On-site; USD 67,000 - 85,000; Full time

Benefits offered by this job

Performance-based bonus

Remote work flexibility

Comprehensive rewards package

Job summary

YPO is seeking an IT Support Specialist to analyze, troubleshoot, and resolve a range of hardware, services, and application issues for our members and associates. You will diagnose problems, reference knowledgebases, and provide efficient helpdesk support with a customer-focused approach.

Responsibilities include onboarding/offboarding, maintaining systems, and collaborating with 2nd level support while ensuring service excellence across multiple time zones and events.

Qualifications

• Bachelor's degree or technical experience required.
• One or more technical certifications preferred.
• Experience with Azure/AD and Office 365 administration.
• Proficient in Windows and MAC platforms.
• Experience with IT service desk tools such as Service Now and SysAid.

Responsibilities

• Respond to helpdesk incidents and support requests promptly.
• Log, categorize, prioritize, and resolve incidents.
• Maintain knowledge of YPO applications and systems.
• Provide onsite and remote support for events as needed.
• Escalate recurring issues to IT Operations Manager.
• Create and maintain knowledgebase for self-troubleshooting.
• Support onboarding and offboarding processes.
• Collaborate with 2nd level support.
• Evaluate solution compatibility with hardware and services.

Skills

Team collaboration

Interpersonal skills

Discretion & integrity

Independent work

Global mindset

Active listening

Problem solving

Curiosity & learning

YPO product knowledge

Communication skills

Education

Bachelor's degree or equivalent

Technical certifications

Tools

Azure/Active Directory

Office 365

ServiceNow

SysAid

Windows

macOS

Job description

POSITION PURPOSE

The IT Support Specialist is responsible for analyzing, troubleshooting and resolving support requests for all company supported hardware, services and applications.

PRIMARY RESPONSIBILITIES

• Courteously and expeditiously respond to all helpdesk incidents and support requests.
• Log, categorize, prioritize and provide solutions to all requests within the service desk.
• Maintain thorough knowledge of YPO applications and systems to quickly resolve issues.
• Investigate network operations alerts and respond as necessary.
• Provide technical assistance to associates and contractors by diagnosing, researching and troubleshooting technology related issues.
• Escalate recurring and wide-spread issues to the IT Operations Manager.
• Participate in the selection of hardware standardizations and application deployments.
• Participate in the creation of technical training content and delivery as needed.
• Organize and track IT supplies and assets.
• Install, configure, troubleshoot and maintain computer systems and cloud services.
• Create and maintain knowledgebase files for user self-troubleshooting.
• Perform new hire onboarding and terminations as requested and approved based on defined procedures ensuring a pleasant experience for all involved.
• Evaluate compatibility of proposed solutions with existing hardware and services.
• Analyze vendor-supplied solutions to ensure they meet user objectives.
• Collaborate and provide support to 2nd level support.
• Provide onsite and remote support for YPO events as needed.
• After hours support and projects assigned by management as required.
• Maintain professional and technical knowledge by attending workshops, reviewing professional publications and establishing personal networks.

SKILLS

• Ability towork collaboratively in a multi-cultural organization with international members, helping them achieve excellence in voluntary roles for YPO initiatives.
• Excellent interpersonal skills, including strong diplomacy skills with the ability to buildmeaningfulrelationships with all levels of associates,membersand vendors.Adaptable, insightful,empatheticand reliable. Great sense of humor and humility.
• Able tomaintain discretion and integrity of confidential information.
• Resourceful and able to work independently with initiative and common sense.Effective time management,organizationand prioritization skillswith the ability to focus on varied projects simultaneously.
• Possesses a distinct global mindset, sensitive to local and international customs and protocols.
• Demonstrate empathythroughactive listening and asking the right questions to find the source ofanissue.
• Able to identify problems, research alternatives, provide solutions and/or resolve issues in a timely manner. Anticipates member/internal clientneeds and delivers with clarity.
• Analyticalthinker with ability influence and guide processes with appropriate approachand execution.Natural curiosityand desire to learnmore; proficiency and interest in applying new technologies and tools.
• Heightened awareness and understanding of YPO as an organization, team and collection of products and services.
• Excellent verbal and written communication skills, including proof reading, with a meticulous attention to detail. Adjusts communication style appropriately to the audience.
• Professional presence, appearance, and stature to interact easily with YPO members, C-levelexecutivesandpeers at all levels within the organization.

EXPERIENCE/BACKGROUND

• 2+ years working in a dynamic service desk environment.
• Proficient in Azure/Active Directory and Office 365 administration.
• Extensive experience in application, hardware and network troubleshooting.
• Experience with IT service desk tools such as Service Now and SysAid.
• Strong knowledge of Windows and MAC platforms.
• Experience with quality control testing on new solutions.

EDUCATION/TRAINING/CERTIFICATION

• A Bachelor's degree or equivalent hands-on technical experience.
• One or more technical certifications.

PHYSICAL REQUIREMENTS

• Ability to work flexible and/or extended hours as needed to accommodate members and team members in multiple time zones.
• Willingness and ability to travel, domestically and internationally, without restrictions, approximately 5-10% per year.

COMPENSATION & PAY TRANSPARENCY

Compensation at YPO is one part of a broader Total Rewards philosophy built to attract, motivate, and retain talented people in every country and function where we operate. We aim to be fair, consistent, and thoughtful stewards of our resources, and we ground pay decisions in market data, role scope, and internal equity rather than negotiation alone.

Compensation ranges are based on the associate's primary work location. Because this role may be filled in more than one country, the applicable ranges are listed below by location:

For United States applicants: USD 67,000-85,000 annually

We believe pay is only part of how YPO invests in its people. Associates are also eligible for performance-based bonus opportunities, remote work flexibility, and a comprehensive rewards package built around their wellbeing and growth. Your Talent Acquisition Business Partner will share the details specific to your location as part of the interview process.

EOE

YPO is an Equal Opportunity Employer. YPO takes pride in supporting a diverse workforce and demonstrates this through its policies and practices. YPO does not discriminate in recruiting, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability or any other legally protected status.

EOE

YPO is an Equal Opportunity Employer. YPO takes pride in supporting a diverse workforce and demonstrates this through its policies and practices. YPO does not discriminate in recruiting, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.