About This Role
This role provides Tier 1 technical support to employees, assisting with software and hardware troubleshooting and resolution via phone, email, tickets, and chat. The technician will diagnose issues, log service requests, and escalate problems beyond Tier 1 to the Director of Technology.
Responsibilities
- Serve as Tier 1 technical support and resource to YWCA staff
- Operate and respond to helpdesk tickets, email, and work orders
- Answer telephone calls and respond to requests for software and hardware issues
- Log all service requests into YWCA's help desk tracking system
- Record problem descriptions, including specific error messages, symptoms, troubleshooting steps, results, and solutions
- Resolve basic or routine issues
- Escalate critical issues to Tier 2 or Tier 3 staff
- Track and maintain technology inventory and log destruction of specific hardware when necessary
- Perform onsite assistance when appropriate
- Attend all team and staff meetings, participate in collective team and agency efforts, and comply with all YWCA Kalamazoo policies and practices
- Remain flexible and manage changing priorities on a continuing basis
- Know and adhere to Association policies, procedures, and practices
- Safeguard confidential information gained as a result of the position
- Comply with Association policy regarding required reporting of child abuse
- Project a positive image of the Association and its programs to the community
- Work cooperatively with program participants, YWCA staff, and volunteers
- Perform other duties as assigned
Requirements
- Associate's degree or post-secondary education in Information Systems, Computer Science, Business Administration, or a related field preferred
- Must pass criminal, child abuse and neglect, and sex offender background checks
- One to three years of technical hands-on experience delivering technology and services
- One year of help desk or related duties
- Ability to respond to change as needed
- Experienced with running network cable preferred
- Operate within organizational structure, customs, practices, policies, and procedures
- Knowledge of the latest advances in software and technology
- Excellent verbal and written communication skills
- Able to ask clarifying questions
- Proven customer service skills
- Able to work with people of diverse backgrounds
- Polite, professional demeanor with high ethical standards and willingness to learn
- Ability to maintain strict confidentiality
