IS Support Specialist II - YMCA of Greater Seattle

We are dedicated to removing institutional and systemic barriers that result in oppression and racism

We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner

Job Summary Provides Tier I and Tier II support of YMCA desktops, laptops, and peripherals for 800+ users in a multi-site environment

This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and desktop applications and network support issues while ensuring optimal performance and troubleshooting problems in a timely and accurate fashion

Great communication skills are a must to troubleshoot end-user problems as well as being able to manage deadlines and provide status to customers, team, and manager

This position requires an onsite presence at the Seattle office during the work week and participation in after-hours on call support

What you'll get from working at The Y: + Membership to the YMCA of Greater Seattle for you and your household + Medical, Dental, Vision, and Life insurance + Retirement with generous employer contributions + Free access to mental health resources + Rapidly-accruing paid time off (PTO) + Discounts on qualifying YMCA of Greater Seattle childcare and day camp programs Hiring range: $29.00 - $33.00 hourly Responsibilities + Resolves helpdesk requests from multiple channels and tracks all requests through the IS Helpdesk system

Prioritizes and schedules tasks

Escalates problems (when required) to the appropriately experienced system owner

+ Installs, configures, tests, maintains, monitors, troubleshoots, and repairs end user workstation hardware, peripheral devices, network equipment and software

+ Ensures agency integrity through compliance of software licenses, network security and application access

+ Maintains a working knowledge of all enterprise level applications to troubleshoot network connectivity issues, installation of applications and basic user questions

+ Constructs, installs, and tests customized configurations based on various platforms and operating systems

+ Assists with developing and maintaining an inventory of all IS-managed equipment and software/licenses

+ Maintains configuration control of approved software and license counts

+ Participates in after-hours and weekend support rotation

+ Performs assigned network and system administrator functions

+ Aids in development of business continuity and disaster recovery plans, maintains current knowledge of plan executables, and responds to crises in accordance with business continuity and disaster recovery plans

Position Deliverables + Resolve 40% of ticket requests

+ Manage and maintain documentation

+ Maintain desktop imaging environment, perform system upgrades and data center maintenance

+ Maintain and administer Microsoft Endpoint Manager formally known as Intune

+ Maintain and administer our inventory asset management

Values Strengthens the Y’s culture by demonstrating the values of the Y - honesty, caring, respect, and responsibility - in every aspect of work

Inclusion Models cultural competence and supports diversity, effectively working with people of different backgrounds, abilities, opinions, and perceptions

Develop Self and Others Demonstrates teamwork and personal accountability, seeking and providing feedback, coaching, and resources for development

Quality Results Takes the initiative and holds self and others accountable to meet or exceed quantitative and qualitative goals relating to people (employees and members), philanthropy, finance and volunteerism

Change Capacity Facilitates change, seeks opportunities in the change process, models adaptability, and leads transition in support of the Y’s mission

Inspire Others Promotes creativity, generates excitement, and rewards risk taking, while consistently demonstrating a high level of emotional maturity, maintaining a positive attitude, and building strong relationships

Code of Conduct for Applicants (https://seattleymca.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=191063&hashed=999166779) Qualifications + 3+ years experience in personal computer setup and repair including software installation, server, and network configuration

General knowledge of Windows server environment

+ 2+ years working in a Windows server environment

Office 365 Exchange, SharePoint, terminal Services and performing backups in a helpdesk environment

Virtualization experience is preferred

+ 3+ years experience working with Active Directory and domains including a working knowledge of group policy management

+ Working technical knowledge of current network protocols, operating systems, and standards

A+ Certification preferred

+ IT Infrastructure Library (ITIL) experience or certification preferred

+ Excellent technical knowledge and support experience with desktop and laptop workstation, network equipment and peripherals (printers, scanners, switches, input devices, etc.)

Including experience with desktop imaging software for PC deployments

+ Ability to read and understand technical manuals, procedural documentation, and OEM guides

+ Excellent written & verbal communication with the ability to document issues and resolution, training materials, FAQs, etc

when communicating with users and vendor

Keen attention to detail

+ Exceptional customer service orientation with a focus on rapport-building, listening, questioning skills, and delivering information in a friendly manner to customers

Ability to work well with people from many different disciplines with varying degrees of technical experience

+ Ability to take initiative and ownership by working independently or in a team environment

+ Ability to lift and transport heavy to moderately heavy objects, such as computers and peripherals

+ Prefer knowledge of, and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.)

Ability to speak any language in addition to English may be helpful

+ Computer support to branch locations

Must be able to travel up to 30%

You'll be a great fit for the Seattle Y if you: + Thrive on working in a collaborative environment + Are very adaptable + Have high ownership and strong work ethic + Are a great problem solver who can think on your feet + Truly enjoy being of service to people + Like being part of a team that cares about one another as people and enjoy working together + Want to know that the work you do contributes to building a better, stronger community for all At the Seattle Y, we are an inclusive organization of people with a shared commitment to nurture the potential of youth, promote healthy living, and foster social responsibility

We also believe in supporting the wellbeing of our employees and offer a free Y membership as a benefit of employment

Become a leader on our team at the YMCA of Greater Seattle where we promote a continuous learning environment and career opportunities

“YGS is an equal opportunity employer and is committed to creating a diverse and equitable work environment

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran , or any other status protected by local, state , or federal law

We are a drug & alcohol-free workplace; all job offers are contingent on the results of a background check and (on applicable jobs) drug screening, including screening for marijuana

We participate in the Federal E-Verify system

If you need assistance of any kind with the application process, reach out to recruiting@seattleymca.org or the HR department at 206.382.5082.” executing SQL, plan executables, IS Helpdesk, SQL Server, Office 365, SharePoint MISSION STATEMENT: Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body

OUR VALUES: + Respect + Responsibility + Honesty + Caring + Passion for Excellence