Senior It Helpdesk Technician (Association Office)

Senior IT Helpdesk Technician (Association Office)
Full-Time / Regular
$26.56 - $35.00 Hourly

The YMCA of Greater New York is here for all New Yorkers - to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.
To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and "LEAP" career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all.
The YMCA of Greater New York is seeking a Senior IT Helpdesk Technician who will be pivotal in delivering outstanding technicalsupport to both internal and external clients. This role encompasses resolvingcomplex IT issues and contributing to the enhancement of overall userexperience. We are seeking a candidate with substantial expertise in ITsystems, proficient in troubleshooting a variety of hardware and softwareproblems. Key attributes include being a proactive problem-solver, possessingstellar communication skills, and the ability to effectively operate bothindependently and collaboratively in a dynamic setting.
Key Responsibilities:

• Utilize Active Directory knowledge for efficient management.
• Expertly handle Helpdesk Ticketing system for tracking and resolving IT queries.
• Provide remote guidance to clients, ensuring effective problem-solving.
  Attentively address customer queries and concerns, aiming for optimal solutions.
• Prioritize customer satisfaction, escalating unresolved issues when necessary.
• Oversee documentation processes for user account setup and termination.
• Conduct follow-ups to guarantee customer service excellence.
• Undertake additional duties as assigned by the Helpdesk Manager.

Desired Skills & Experience:

• Associate's degree or equivalent work experience.
• Minimumof 2 years in IT Helpdesk roles.
• MicrosoftActive Directory, Microsoft Office 365, VPN, Mobile Devices, Ticketing Software.
• Proficient in Active Directory and Microsoft Office 365.
• A+ and Microsoft Office 365 experience.
• Experience with Helpdesk ticketing systems.
• Ability to troubleshoot various hardware and software issues on Windows, and Apple platforms.
• Working knowledge of mobile devices running Android and iOS.
• Knowledge of video conferencing software (Teams, Zoom, Webex).
• Passionate about problem-solving and delivering exceptional customer service.
• Strongcommunication skills, both verbal and written.
• Exceptional customer service orientation.
• Effective phone handling skills.
• Focus on quality service.
• Proficiency in PC usage.
• Skilled in problem-solving.
• Strong verbal and written communication abilities.
• Familiarity with Windows and MacOS OperatingSystems.

Benefits:
The YMCA of Greater New York offers a variety of benefits to its staff members including retirement benefits, medical, paid time off, free YMCA membership and more! Benefit eligibility is determined by an individual's employment status (i.e., full-time or part-time), tenure and/or the number of hours scheduled to work. Click here for more information.
How to Apply:
If you would like to be a member of our dynamic team, please complete our online application and submit your resume and a thoughtful cover letter that explains your interest in the role and our organization.
If you are a current YMCA employee, please submit your application through the Internal Career Site in Cornerstone. 

Job ID
req2002
Employment Type
Full-Time / Regular
Location
YMCA of Greater New York Association Offices
New York, NY
EQUAL OPPORTUNITY EMPLOYER DRUGFREE WORKPLACE
Auxiliary aids and services are available upon request to individuals with disabilities