Deskside Support Technician Ii

Apply for the Deskside Support Technician II role.

Job Description

NATURE AND SCOPE:

Reporting to the Director, IT Service & Delivery, the Deskside Support Technician II provides end user support and device maintenance within the YMCA’s computing environment, including the following. Developing and maintaining baseline software images and installing images and application-specific software via a cloud-based endpoint management platform. Securing, through policy management and other tools, the desktop computing environment. Diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment, including audiovisual, to ensure optimal performance. The incumbent will troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user training and assistance where required.

Qualifications

REQUIREMENTS:

• Associate degree in technology or related field
• Relevant certifications, e.g. Microsoft 365 Certified: Modern Desktop Administrator Associate
• 5+ years of work experience in a technical support role or equivalent, including configuration, installation and troubleshooting of personal computers in a Microsoft Windows environment. Google Chrome a plus
• 3+ years of work experience in a Microsoft Windows server/endpoint environment and Microsoft 365 product suite, including understanding of Microsoft Exchange, Active Directory, Intune, Group Policy, LAPS
• 2+ years of work experience with configuration and support of mobile devices, including Apple iOS and Android operating systems
• Experience with collaboration technology including audio and videoconferencing (Microsoft Teams), smart boards, video streaming, and other electronic collaboration tools
• Understanding of server administration fundamentals within an enterprise environment, including knowledge of standard networking protocols and topology
• Experience in a multi-site, multi-vendor, hybrid cloud environment is desired.
• Knowledge about the YMCA Movement a plus

Skills

• Thirst for knowledge, intellectual curiosity
• Exceptional analytical, conceptual, and problem-solving abilities
• Logical and efficient
• Thinks critically, evaluates assumptions, and has a keen attention to detail
• Highly self-motivated and directed, and works independently with minimal supervision
• Ability to effectively prioritize and execute tasks
• Determine root cause for systemic issues through analysis; proactively identify opportunities for improvement
• Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results
• Ability to work across, up and down the organization and with service providers
• Strong customer-service / user-experience orientation
• Excellent interpersonal skills

Ergonomics:

• Physical requirements include frequent standing, sitting, walking, lifting 20-50 lbs., reaching and manual dexterity skills to operate computer. Occasionally may stoop/squat, crawl/crouch, pull/push, twist trunk/neck climb, and grasp or squeeze with right and left hard in completing required tasks of position. Communications skills necessary for this position include writing, speech, vision, hearing and reading

Essential Functions

RESPONSIBILITIES (including, but not limited to):

Strategy & Planning:

• Understand the organization’s current and future business needs
• Maintain up-to-date knowledge of deployed infrastructure and end-user tools within scope of responsibility
• Collaborate with all IT teams to ensure smooth, reliable and secure operation of software and systems
• Identify opportunities to upgrade technology to improve service, contain/reduce cost and support long-term goals
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
• Alert management to emerging trends in incidents

Acquisition & Deployment:

• Configure and deploy computers, software, printers, peripherals, wireless devices and phones
• Provide recommendations and lead small projects to acquire, install, and maintain the environment
• Enhance existing solutions in accordance with standard best operating procedures and YMCA baselines
• Monitor and report progress, manage issues and accomplish desired results within specified timeframes and budgets
• Deploy software using automated, remote management tools
• Manage rollouts according to change management best practices

Service Delivery & Operational Management:

• Build rapport with customers, understand their problems, needs and timing, and keep them informed of progress
• Collaborate with LAN technicians/network administrators and 3rd party service providers to ensure efficient operation of the company’s end-user computing environment
• Prepare, maintain, and uphold procedures for logging, reporting, and statistically monitoring end-user device operations
• Investigate and resolve problematic activity, and put corrective actions into place
• Escalate incidents with accurate documentation to suitable IT team member or vendor and stay engaged to ensure timely restoration of service and root cause identification and remediation
• Promptly inform management of any critical issues, especially inappropriate computer hardware or software use, so systems are not abused, and the organization’s integrity is not compromised
• Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Research solutions through internal and external sources and maintain knowledgebase
• Provide orientation and training, and develop help sheets and FAQs for end users for all modified and new systems
• Perform diagnostics and hands-on fixes at the desktop level when remote tools are not appropriate
• Provide support for audiovisual meeting equipment and videoconferencing setup including pre-meeting setup, configuration, and technology troubleshooting; restore equipment post event
• Maintain asset inventories
• Ensure change, incident and problem management, and all other IT procedures are followed

ADDITIONAL RESPONSIBILITIES

• Demonstrate YMCA mission driven values of caring, honesty, respect and responsibility and integrate into work environment and ways of work
• Adhere to organizational policies and procedures as described in YMCA’s Employee Handbook, Ethics Policy and elsewhere

Ymca Careers
Similar Positions

Senior IT Helpdesk Specialist

YMCA of Metropolitan Washington