Deskside Support Technician II

As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest and most essential non-profits serving in Atlanta. Today, we're looking for you to join us as we carry out our mission to positively impact lives and communities across the state.

At the Y, we're an association of like-minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone -- especially children -- experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre-K with high-quality literacy and STEAM-infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.

NATURE AND SCOPE:

Reporting to the Director, IT Service & Delivery, the Deskside Support Technician II provides end user support and device maintenance within the YMCA's computing environment, including the following. Developing and maintaining baseline software images and installing images and application-specific software via a cloud-based endpoint management platform. Securing, through policy management and other tools, the desktop computing environment. Diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment, including audiovisual, to ensure optimal performance. The incumbent will troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user training and assistance where required.

RESPONSIBILITIES (including, but not limited to):

Strategy & Planning:

• Understand the organization's current and future business needs

• Maintain up-to-date knowledge of deployed infrastructure and end-user tools within scope of responsibility

• Collaborate with all IT teams to ensure smooth, reliable and secure operation of software and systems

• Identify opportunities to upgrade technology to improve service, contain/reduce cost and support long-term goals

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues

• Alert management to emerging trends in incidents

Acquisition & Deployment:

• Configure and deploy computers, software, printers, peripherals, wireless devices and phones

• Provide recommendations and lead small projects to acquire, install, and maintain the environment

• Enhance existing solutions in accordance with standard best operating procedures and YMCA baselines

• Monitor and report progress, manage issues and accomplish desired results within specified timeframes and budgets

• Deploy software using automated, remote management tools

• Manage rollouts according to change management best practices

Service Delivery & Operational Management:

• Build rapport with customers, understand their problems, needs and timing, and keep them informed of progress

• Collaborate with LAN technicians/network administrators and 3rd party service providers to ensure efficient operation of the company's end-user computing environment

• Prepare, maintain, and uphold procedures for logging, reporting, and statistically monitoring end-user device operations

• Investigate and resolve problematic activity, and put corrective actions into place

• Escalate incidents with accurate documentation to suitable IT team member or vendor and stay engaged to ensure timely restoration of service and root cause identification and remediation

• Promptly inform management of any critical issues, especially inappropriate computer hardware or software use, so systems are not abused, and the organization's integrity is not compromised

• Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution

• Research solutions through internal and external sources and maintain knowledgebase

• Provide orientation and training, and develop help sheets and FAQs for end users for all modified and new systems

• Perform diagnostics and hands-on fixes at the desktop level when remote tools are not appropriate

• Provide support for audiovisual meeting equipment and videoconferencing setup including pre-meeting setup, configuration, and technology troubleshooting; restore equipment post event

• Maintain asset inventories

• Ensure change, incident and problem management, and all other IT procedures are followed

ADDITIONAL RESPONSIBILITIES

• Demonstrate YMCA mission driven values of caring, honesty, respect and responsibility and integrate into work environment and ways of work

• Adhere to organizational policies and procedures as described in YMCA's Employee Handbook, Ethics Policy and elsewhere

REQUIREMENTS:

• Associate degree in technology or related field

• Relevant certifications, e.g. Microsoft 365 Certified: Modern Desktop Administrator Associate

• 5+ years of work experience in a technical support role or equivalent, including configuration, installation and troubleshooting of personal computers in a Microsoft Windows environment. Google Chrome a plus

• 3+ years of work experience in a Microsoft Windows server/endpoint environment and Microsoft 365 product suite, including understanding of Microsoft Exchange, Active Directory, Intune, Group Policy, LAPS

• 2+ years of work experience with configuration and support of mobile devices, including Apple iOS and Android operating systems

• Experience with collaboration technology including audio and videoconferencing (Microsoft Teams), smart boards, video streaming, and other electronic collaboration tools

• Understanding of server administration fundamentals within an enterprise environment, including knowledge of standard networking protocols and topology

• Experience in a multi-site, multi-vendor, hybrid cloud environment is desired.

• Knowledge about the YMCA Movement a plus

Skills

• Thirst for knowledge, intellectual curiosity

• Exceptional analytical, conceptual, and problem-solving abilities

• Logical and efficient

• Thinks critically, evaluates assumptions, and has a keen attention to detail

• Highly self-motivated and directed, and works independently with minimal supervision

• Ability to effectively prioritize and execute tasks

• Determine root cause for systemic issues through analysis; proactively identify opportunities for improvement

• Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results

• Ability to work across, up and down the organization and with service providers

• Strong customer-service / user-experience orientation

• Excellent interpersonal skills

ergonomics:

• Physical requirements include frequent standing, sitting, walking, lifting 20-50 lbs., reaching and manual dexterity skills to operate computer. Occasionally may stoop/squat, crawl/crouch, pull/push, twist trunk/neck climb, and grasp or squeeze with right and left hard in completing required tasks of position. Communications skills necessary for this position include writing, speech, vision, hearing and reading

Employment and Benefits package for this job posting is offered through the YMCA of Metropolitan Atlanta, Inc.

Employment Requirement:

• Ability to pass a pre-employment background check including Criminal Record check, Drug Screening and motor vehicle record (MVR) according to company policy.

• Must be legally eligible to work in the US without current or future sponsorship.

This job posting is subject to change at any time.

The YMCA of Metropolitan Atlanta offers excellent benefits and career opportunities as part of our culture of excellence. The opportunities to serve are vast, and we're looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY to join us and do their best work.

The YMCA of Metropolitan Atlanta does not discriminate in employment opportunities or practices based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristics protected by law.

Location:

YMCA Leadership and Learning Center