Job Information
YWCA Seattle | King | Snohomish IT ServiceDesk Support Technician II in Issaquah, Washington
Why work with YWCA Seattle King Snohomish?
YWCA SKS is the region's largest non-profit organization with a 120+ year legacy, focused on the needs of women, with programs serving 7,000 people each year. When you work with YWCA, you make a difference.
We're women and BIPOC-led, family-centered, and supportive of employees. As a full-time YWCA employee (30+ hours), you'll enjoy a benefits package including medical insurance, generous vacation, holiday, sick leave plans, and an outstanding retirement plan. Put your passion for racial equity and social justice to work -- apply today!
What You'll Do
As the Tier 2 ServiceDesk support Technician, you must be experienced and knowledgeable in technical issues and their solutions. Tier 2s will work on tickets escalated from tier 1. As the support person, you will also handle projects in a team setting with tier 1 and tier 3 techs. These projects may include new application roll out and migrations as well as testing software and applications to fit the needs of end users.
This position has a social justice component that requires critical thinking through the lens of racism and intersections with poverty. Knowing the core principals of antiracism and grounding those principles in everyday work are required job skills and core values. As an equal opportunity employer, we highly encourage people of color to apply.
Responsibilities
- Interact with customers in a professional manner responding to technical issues.
- Maintain the highest level of customer satisfaction.
- Perform general maintenance, including software updates, imaging server maintenance, and general troubleshooting of applications.
- Perform software and installations remotely.
- Provide remote troubleshooting.
- Account creation and administration in O365/Azure and on Prem AD.
- Develop and create documentation and support material (KBs)
- Complete projects in a team environment.
- Complete tickets escalated from Tier 1 support.
Requirements
A bachelor's degree in a technology field with 2 years' experience, or Associates Degree with more than 3 years' experience in a similar position.
Experience with Helpdesk applications (Especially SolarWinds), or similar systems
Strong knowledge of networks and firewalls.
Proficient knowledge of O365/M365
Understanding of Windows registry, NTFS permissions, and OUs.
Understanding of Network Security
Implement strict ITIL and ISO guidelines adhering to pre-defined SLAs
Strong communication and collaboration skills.
Ability to easily adapt to and learn new technologies.
Possess positive, professional interpersonal skills.
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