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YMCA of Pierce and Kitsap Counties Help Desk Technician in Tacoma, Washington

Starting rate: $18.00 per hourHours: Full-Time, 40 hours/weekLocation: YMCA Administration Office The Help Desk Technician serves as the primary administrative support for the IT team and provides basic first-level technical support to the YMCA staff. The individual will answer the helpdesk phone, route incoming service request tickets, run pre-built scheduled reports, monitor system alerts, and perform simple operations such as resetting passwords. The winning candidate will provide a positive, quality experience to our YMCA staff and exhibit the YMCA’s core values: honesty, respect, responsibility, and caring. As a full-time employee, you will receive a medical/dental/vision benefits package, retirement savings plan, Employee Assistance Plan (EAP), life insurance and long term disability benefits, Paid Time Off (PTO), Extended Leave Plan (ELP), and a family membership to the YMCA of Pierce and Kitsap Counties. KEY RESPONSIBILITIES:Administration: *Act as the primary IT contact for YMCA staff. *Answer staff phone calls to the IT helpdesk. *Monitor helpdesk queue and route incoming requests to the appropriate personnel. *Assist staff in creating service requests on our ticketing system. *Schedule, coordinate and dispatch IT staff to community centers. *Escalate service requests that exceed agreed service levels. *Review and monitor service tickets to ensure timely and accurate follow-up and resolution. *Communicate with affected staff to keep them informed of incident progress, impending changes or planned outages. *Improve customer service, perception, and satisfaction for all users. *Provide basic technical support e.g. reset passwords, unlock AD accounts, etc. *Generate IT-related reports as requested or required. *Ability to work in a team and communicate effectively. Financial Development and Philanthropy: *Meet performance measurement by telling the Y story and raising charitable dollars to fulfill our mission. *Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal asks, and supporting branch events. Safety Protocols: *Cleaning and sanitation protocols will be required of all staff. *Staff will be responsible for frequent touchpoint cleaning and sanitizing in specific areas. *Staff is expected to adhere to all safety protocols and procedures, including the use of PPE. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. *Regularly required to talk or hear in person and/or through technology. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. *Occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. *Must frequently lift or move up to 50 pounds and occasionally lift or move a higher amount. *Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. *Occasionally may need to plan and participate in programming outdoors. QUALIFICATIONS: *A commitment to valuing and promoting diversity and contributing to an inclusive working and learning environment. *One-year experience IT help desk or technical customer service. *Proficient with Microsoft Office 365. *Demonstrated professionalism in both attitude and appearance. *Excellent written and ora