Help Desk Technician

The Westfield Area YMCA seeks a Help Desk Technician to partner with the IT Director in maintaining the organization’s support ticket system and delivering user-focused technical support. This is an in-person, on-site role in Westfield, NJ.

Role Overview

In this position, you will help manage and resolve end-user requests, support Microsoft 365 administration, and assist with web, media, and device support. The role also includes documentation, asset lifecycle support, cybersecurity best practices, and coordination on projects as needed.

Key Responsibilities

• Support the organization through computer help desk expertise, including prioritizing and ownership of tickets for staff support, troubleshooting issues, and reporting outcomes.
• Maintain the Microsoft 365 platform, including SharePoint and CoPilot configuration, and provide user training and support along with system administration.
• Assist with data, user, and file maintenance, including photo and document/file storage and user account management related to web, media, and device support.
• Support staff development by developing and providing training to improve staff proficiencies.
• Create and maintain functional documentation, including how-to guides, Standard Operating Policies and Procedures, and network/system documentation.
• Provide project assistance, including research, quotes, scoping, timelines, installation, and ongoing support.
• Maintain cybersecurity best practices for systems, devices, and users, including raising awareness of digital vulnerabilities and exploitations through user testing and training.
• Analyze problems and processes to identify solutions aligned with strategic plan goals.
• Optimize and maintain the lifecycle of assets, including replacement planning and status tracking.
• Work independently or with others as required while maintaining communication through task or project completion.
• Provide technical and equipment support for onsite, remote, and virtual meetings.
• Attend meetings and perform other related duties as assigned by the Supervisor, including working on ladders.
• Be available for after-hours assistance and remain flexible for planned projects or emergencies, whether remote or onsite as required.
• Develop and maintain the organization’s support ticket system and provide personalized technical support for end users.
• Grow the knowledge base to support enterprise software, VOIP phone systems, camera surveillance, and network infrastructure.
• Use strong verbal and written communication skills to act as a hub of IT information for staff and volunteers.

Required Qualifications

• Associate’s degree in computer science or a related field preferred, or equivalent experience.
• Minimum two years of experience supporting help desk ticketing systems, Microsoft software and Operating Systems, HTML/CSS, documentation techniques, social media platforms, and basic networking infrastructure.
• Strong problem-solving skills and the ability to communicate technical issues to non-technical individuals.
• Knowledge of and commitment to the YMCA mission and the capacity to build strong kids, families, and communities.
• Ability to articulate and model the YMCA core values of Caring, Honesty, Respect, and Responsibilities.
• Must be able to lift at least 50 lbs.
• Physical requirements include standing, walking, reaching with hands or arms, meeting strength and lifting requirements, climbing or balancing, stooping, kneeling, crouching, or crawling; frequent sitting; manipulating objects/tools/controls; and speaking clearly and hearing. Occasionally required to ascend/descend a ladder.
• Vision abilities required: close vision, distance vision, peripheral vision, and depth perception.

Preferred Education

An Associate’s degree in computer science or a related field is preferred.

Technologies

• Microsoft 365
• SharePoint
• CoPilot
• HTML/CSS
• Microsoft software
• Operating Systems
• VOIP phone system
• Camera surveillance
• Web infrastructure
• Social media platforms

Required Certifications

• ASHI Basic Life Support (BLS) for Healthcare Providers and Professional Rescuers
• ASHI Basic First Aid
• EPI and Asthma certifications
• Equivalent certifications are acceptable, or must be obtained within 90 days of hire and performed in accordance with required training

Location

Westfield, NJ (onsite)