The IT Support Specialist's role is to provide hardware and software support via excellent customer service so that end users can accomplish organizational goals and tasks. Support includes diagnosing and resolving technical issues via phone, email, or in person: fixing OS errors and software bugs; handling password resets and answering questions about systems.
Our outstanding benefits package for full-time employees includes medical and dental insurance, short-term and long- term disability insurance, life insurance, EAP and generous retirement benefits upon meeting eligibility requirements.
Monday through Friday, with occasional evening and / or weekend work.
Essential Functions
- Install, upgrade, and repair devices (laptops, desktops, printers and tablets); provision new devices and generate sign-ins for incoming staff, install/update software and drivers.
- Perform routine system checks; adjust system configurations, settings, and permissions to resolve issues.
- Knowledge of networking: TCP/IP, DNS, DHCP, and VLANs
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Control user access to computer resources based on approval process for applicable software systems.
- Provide 1st level Mitel phone system support for users including but not limited to passcode resets and instructions for phone usage.
- Utilize monitoring tools for routine network monitoring, connectivity troubleshooting, access management, and infrastructure documentation
- Assist in the implementation of IT projects under direct and indirect supervision.
- Log and update Helpdesk tickets keeping users informed on request status; build process documentation and guides for recurring issues
- Responsible for continued learning on software systems; stay informed of updates and communicate changes to appropriate staff.
- Build and grow relationships with all branch staff, from Executive Director to front-line staff.
- Bachelor’s Degree from a four-year college or university; or four years related experience and/or training; or equivalent combination of education and experience.
- Excellent problem-solving skills, ability to research technical problems and apply resolutions in a timely manner.
- Proven communication skills to work with all levels of staff.
- Must have a high level of attention to detail and ability to document resolutions.
- Must maintain client confidence and protect operations by keeping information confidential.
- Ability to prioritize requests to meet the strategic plan for the YMCA.
- Working knowledge of Google Workspace and Microsoft Office Suite (Microsoft Excel knowledge required).
Skills Required
- Bachelor's degree OR four years related experience and/or training (or equivalent combination)
- Working knowledge of Google Workspace
- Working knowledge of Microsoft Office Suite with Microsoft Excel proficiency
- Knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, LAN and WAN troubleshooting
- Experience installing, upgrading, and repairing laptops, desktops, printers, and tablets; provisioning devices and user sign-ins
- Ability to diagnose and resolve OS errors and software issues
- Experience using monitoring tools for network monitoring and connectivity troubleshooting
- Ability to provide 1st level Mitel phone system support (passcode resets, user guidance)
- Proven communication skills to work with all staff levels and build relationships
- Strong problem-solving skills, attention to detail, documentation skills, and ability to maintain confidentiality
- Ability to log and update helpdesk tickets and create process documentation
- Ability to prioritize requests and assist in IT projects under supervision
What We Do
The YMCA of Northwest North Carolina is a nonprofit organization dedicated to helping all people reach their God-given potential in spirit, mind, and body through various community programs.
