Helpdesk Technician

The YMCA of Pierce and Kitsap Counties is hiring a Help Desk Technician at our Association Office location.

As a Help Desk Technician, you’ll support the YMCA’s IT team by providing friendly, first-level technical assistance and essential administrative support. From answering help desk calls and routing service requests to running scheduled reports, monitoring system alerts, and assisting with password resets, you’ll help keep daily operations running smoothly and ensure staff have the support they need.

Compensation: $25.00 to $27.00 per hour (Compensation is determined based on relevant experience, skills, and qualifications, with most new hires starting between the minimum and midpoint of the posted wage range)

Position type: Full-Time, 40 Hours Per Week. This is a hybrid position.

Location: Association Office, Tacoma, WA

Benefits: 

• Medical, Dental, and Vision benefit plan options YMCA paid Life and Long-term Disability Insurance
• Opportunity to participate in the YMCA 403(b) retirement saving plan. After 2 years of Full-Time employment, the YMCA will contribute 8% of your monthly earnings
• Accrual of 15 days of paid vacation (vacation accruals increase with years of service) 
• 8 paid Holidays/Floating Holidays per year
• Paid Sick Leave accrued at 1.23 hours for every 40 hours worked per year
• Employee Assistance Plan (EAP), Digital mental health counseling platform, Wellness program and LifeMart employee discount center
• Professional training, education and certification opportunities
• 20% discount on YMCA programs, Child Care services, and merchandise
• Public Service Loan Forgiveness eligibility for Full-Time employees

Key Responsibilities:

• 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.
• Provide basic technical support e.g. reset password, unlock AD accounts, etc.
• Generate IT related reports as requested or required.

Qualifications, Skills and Abilities:

• One year or more of experience with Help Desk or technical customer service.
• Proficient with Microsoft Office 365.
• Demonstrated professionalism in both attitude and appearance.
• Excellent written and oral communication skills.
• Positive attitude and previous experience with diverse populations.
• Computer proficiency, including practical application of MS Office suite, including Teams, and Zoom.
• Ability to perform training in a group setting (feel comfortable speaking in front a group)
• Must be able to pass Background and Reference checks (in accordance with the WA State Fair Chance Act).
• Committed to valuing and promoting diversity and contributing to an inclusive working and learning environment.
• Able and willing to complete online Child Abuse Prevention training on first day, and other online and in-person training as required.

At the YMCA of Pierce and Kitsap Counties, our primary objective is to empower people, inspire action, and strengthen the communities we call home. Join our team and support the Y’s efforts to connect all people to their full potential and purpose. To apply visit our website at www.ymcapkc.org. 

Please note that employment with the YMCA of Pierce and Kitsap Counties is contingent upon successfully completing post-offer requirements, which may include age verification, reference checks, and state and national background checks. All inquiries and checks are conducted only after a conditional offer of employment is made.

The YMCA of Pierce and Kitsap Counties is committed to diversity and inclusion throughout our organization and is an Equal Opportunity Employer - Women/Minority/Veteran/Disabled