Help Desk Technician - On site

The Westfield Area YMCA is a nonprofit human service organization dedicated to developing the full potential of every individual and family in the communities it serves through programs that build healthy spirit, mind and body for all.

We are looking for a Help Desk Technician, who is responsible for supporting the IT Director in developing and maintaining the organization’s support ticket system, assisting with projects, and providing personalized technical support for end users. This includes the support of maintenance of Microsoft 365 platform, including Sharepoint and CoPilot configuration, digital media distribution, managing and maintaining web infrastructure, ensuring PCI compliance, best practices and industry standards, and help desk management/support for staff. Grow knowledge base to provide technical and practical support to enterprise software, VOIP phone system, camera surveillance, and network infrastructure. Utilize strong verbal and written communication skills to provide assistance as a hub of IT resource information to staff, and volunteers. This is an in-person, on-site role.

• Associate’s degree in computer science or related field preferred or equivalent experience.
• Minimum two years’ experience supporting help desk ticketing systems, Microsoft software and Operating Systems, HTML/CSS, documentation techniques, social media platforms, and basic networking infrastructure.
• Requires good problem-solving skills and the ability to communicate technical issues to non-technical individuals.
• Must possess, maintain and renew ASHI Basic Life Support (BLS) for Healthcare Providers and Professional Rescuers, ASHI Basic First Aid, EPI and Asthma certifications, or equivalent or obtain within 90 days of hire and be able to perform procedures in accordance with required training.
• Knowledge of and commitment to the mission of the YMCA and its capacity to build strong kids, families and communities. The ability to articulate and model YMCA’s four core values of Caring, Honesty, Respect and Responsibilities are essential.
• Must be able to lift at least 50 lbs. Regularly required to stand; walk; reach with hands or arms; meet strength and lifting requirements; climb or balance; stoop, kneel, crouch, or crawl; Frequently required to sit; use hands to manipulate, handle, or feel objects, tools, or controls; and speak clearly and hear. Occasionally required to ascend/descend a ladder. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.

• Support the organization through the benefit of their expertise in computer help desk, ownership prioritization of tickets for staff support, problem troubleshooting, and reporting.
• Support maintenance of Microsoft 365 platform, including Sharepoint and CoPilot configuration, user training and support, and system administration.
• Assist in administrating data/user/file maintenance, photo/document/file storage, user account management, and other functions pertaining to web/media/device support.
• Support a culture of competence by developing and providing training to improve the growth of staff proficiencies. Create and maintain functional and referential documentation for how-to guides, Standard Operating Policies and Procedures, and network/system documentation.
• Project assistance; research, quotes, scope and timelines, installation, and ongoing support.
• Maintain cybersecurity best practices in the administration of systems, devices and users. Raise awareness of digital vulnerabilities and exploitations through user testing and training.
• Analyze problems and processes to identify solutions that support strategic plan goals.
• Optimize and maintain lifecycle of assets; replacement planning and status tracking.
• Work independently or with others as needed while maintaining communication throughout task or project duration through completion.
• Provide technical and equipment support for onsite, remote, and virtual meetings.
• Attend meetings, perform other related duties including working on ladders, and other tasks as deemed necessary by Supervisor as assigned/needed.
• Availability for after-hours assistance, and flexibility as needed for planned projects or emergencies, remote or onsite as required.

• ASHI Basic Life Support (BLS) for Healthcare Providers and Professional Rescuers, ASHI Basic First Aid, EPI and Asthma certifications, or equivalent