Help Desk Technician - Position Summary

We are seeking a highly skilled and experienced Help Desk Technician to join our growing team. In this role, you will be responsible for assisting YMCA staff with IT-related issues, troubleshooting hardware and software problems, and supporting workstation setup and maintenance. This role is ideal for a tech-savvy individual who enjoys problem-solving and providing excellent customer service.

Key Responsibilities

Technical Support & Troubleshooting

• Provide first-level technical support for staff across multiple locations.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Assist users with Microsoft 365 applications, email, and system access.
• Log, track, and escalate IT support tickets as needed.

Workstation & Peripheral Support

• Set up and configure workstations, laptops, and mobile devices.
• Support printer, scanner, and other peripheral device setup and troubleshooting.
• Perform routine software updates, patching, and basic system maintenance.

User Training & Documentation

• Provide basic IT training to staff on software and security best practices.
• Maintain IT documentation for common issues and solutions.

Required Qualifications:

• High school diploma or equivalent (Associate’s degree or IT certification preferred).
• 1+ years of experience in an IT support or help desk role.
• Familiarity in troubleshooting Windows and macOS operating systems.
• Basic understanding of networking principles (Wi-Fi, VPN, DNS, DHCP).
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills. 

Preferred Qualifications:

• Experience supporting Microsoft 365 applications. 
• Familiarity with Active Directory for account management. 
• IT certifications such as CompTIA A+ or Microsoft Fundamentals. 
• Previous experience in a multi-location or nonprofit organization.