Help Desk Technician Jobs

Responsible for providing technical assistance, diagnosis, and IT analysis to staff regarding Y computer systems. Assists in completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. Use knowledge of high-level software systems to analyze, diagnose and remedy any issue in the Association rapidly and professionally.

Essential Functions:

• On-site repair of hardware/software
• Resolve network issues.
• On-site deployment of hardware/software
• Participate in projects to install, maintain/upgrade and repair the environment.
• Follow up with staff to ensure complete resolution of issues and satisfaction.
• Investigate and resolve problematic activity and put corrective actions in place. Promptly inform management of any critical issues.
• Diagnosing system errors and issues
• Create and administer Active Directory accounts and permissions per IT departmental rules and policies.
• Provide technical assistance for questions and problems, including:
  • Diagnosing system errors and issues
  • Install software as needed
  • Remotely access hardware or software to assist staff
  • Remotely resolve problems with networks and computer systems
  • On-site deployment of hardware/software
  • On-site repair of hardware/software
• Develop best practices and train other staff members on troubleshooting and diagnosing problems.
• Remotely resolve problems with networks and computer systems
• Escalate incidents with accurate documentation to suitable IT team members and stay engaged to ensure timely resolution.
• Install software as needed
• Serve as first contact by responding to staff queries via chat, helpdesk ticket, or phone.
• Run reports to analyze common issues and problems and provide guidance to solutions.
• Replace and repair necessary parts regarding computer hardware.
• Write, edit, and revise training manuals for new and updated software and hardware.
• Remotely access hardware or software to assist staff
• Maintain inventory system.
• Prioritize helpdesk tickets with detailed notes.
• Support and provide training on applications.
• Responsible for effective provisioning, installation/configuration, operation, and maintenance of mobile devices.

YMCA Culture & Cause Expectations

Our mission and core values are brought to life by our culture. It’s who are, who we aspire to be, and how we show up every day. We are cause-driven. We don’t just show up; we show up with purpose. As a cause-driven leader you are expected to be:

Welcoming-Accept neighbors eagerly, warmly, hospitably, and as equal participants.

Nurturing-To care for, support, and help develop through encouragement.

Hopeful-Take an optimistic or positive view of future outcomes.

Determined-To devote full strength and concentrated attention to the cause.

Genuine–To be honest and open in relationships with others.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Strong communications and customer service skills and the ability to collaborate effectively with stakeholders at all levels of the organization.
• Experience with Active Directory and Azure environments, including Azure Active Directory.
• Experience with Microsoft Office and Office 365.
• Proven computer skills and the ability to troubleshoot and diagnose problems.
• Seven or more years of experience working in an IT support environment.
• Education or certification in computer repairs and troubleshooting, MCSE or MCP designation, preferred.
• Bachelor’s degree in computer sciences or Information Technology preferred.
• Familiarity with both PC and Mac hardware and software.
• Candidate should be able to work independently, in a team and be self-motivated.
• Certification in Microsoft is preferred.
• Experience with network repairs and analysis.
• Strong foundational knowledge of Microsoft Server OS, GPO’s, Hyper-V, Intune.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.

COMPUTER LITERACY

Skills are essential in all Microsoft Office applications, including Word, Excel, and Access. Ability to use these programs to lighten the workload, develop reports, and automate procedures is very necessary. Ability to diagnose fundamental PC problems and to communicate those problems is very important.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here represent those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, sit, and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

TRAVEL

Travel is primarily local between assigned centers during the business day, although some out-of-area and overnight travel may be expected.

The YMCA of Greater Houston provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local laws.

BENEFITS

• Long term disability, basic life insurance and other voluntary benefits
• Health, dental, and vision insurance
• Free YMCA city-wide family membership and discount on programs
• Competitive compensation
• 12% Paid Retirement
• Generous and flexible PTO
• 403(B) retirement plan