IT Help Desk Administrator

YMCA Buffalo Niagara is looking for talented individuals with a passion for the YMCA mission and cause, an understanding of YMCA programs and services, and whose everyday priorities are a reflection of the core YMCA values of caring, honesty, respect, and responsibility.

YMCA Buffalo Niagara is an equal opportunity employer committed to valuing diversity and practicing inclusion.

POSITION SUMMARY:

The IT Help Desk Administrator provides technical support and assistance to end-users within the organization. This role involves troubleshooting hardware, software, and network issues, managing help desk tickets, and ensuring timely resolution of technical problems. The IT Help Desk Administrator also plays a key role in maintaining IT resources, conducting user training, and providing excellent customer service.

GENERAL WORK SCHEDULE:

40 hours per week, non-exempt. 

BENEFITS:

Free health insurance, employer paid group term life insurance at 1x salary, employer paid long term disability, EAP through Child & Family Services, and various voluntary benefit options.

Employees are immediately eligible to enroll and contribute to the Y Retirement Fund 403B plan and will receive a 12% employer paid Y Retirement Fund contribution after eligibility requirements are met.

There is a generous paid time off program, which includes personal time off, holidays, and sick leave.

All employees receive a complimentary YMCA Buffalo Niagara family membership and program discounts.

Other benefits include leadership development opportunities and career advancement.

ESSENTIAL FUNCTIONS:

• Help Desk Support: Serve as the primary point of contact for all IT-related inquiries, troubleshooting, and support requests. Respond to support tickets, phone calls, and emails to diagnose and resolve hardware, software, and network issues.
• Problem Resolution: Identify, research, and resolve technical problems promptly. Utilize remote desktop tools to resolve user issues when applicable.
• User Training: Provide end-user training and assistance on IT systems, software, and applications to improve user proficiency and minimize recurring issues.
• System Maintenance: Assist with routine maintenance of IT systems, including software updates, hardware upgrades, and network configurations.
• Documentation: Maintain detailed records of support requests, solutions, and processes in the help desk ticketing system. Create and update technical documentation and user guides as needed.
• Equipment Management: Assist in the setup, configuration, and deployment of hardware and software for new and existing employees, including computers, printers, and mobile devices.
• Network Support: Assist in monitoring and maintaining the organization's network infrastructure, ensuring stability and performance. Collaborate with senior IT staff on complex network issues.
• Security Compliance: Adhere to IT security policies and procedures to ensure data integrity and confidentiality. Assist in implementing security measures, including antivirus updates and patch management.
• Collaboration: Work closely with other IT team members to resolve complex issues and support various IT projects.
• Performs other duties as assigned.

QUALIFICATIONS:

• Education: Associate’s degree in Information Technology, Computer Science, or a related field. A bachelor’s degree is preferred but not required.
• Experience: Minimum of 1-3 years of experience in a help desk or IT support role.
• Certifications: CompTIA A+, Network+, or similar certifications preferred.
• Technical Skills:
• Proficiency with Windows and Mac operating systems.
• Knowledge of Microsoft Office 365, Active Directory, and remote desktop support.
• Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
• Familiarity with help desk ticketing systems.
• Soft Skills:
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work well under pressure and manage time effectively.
• Strong customer service orientation and a positive attitude.