Service Desk Engineer III - Metro

The YMCA of Greater Long Beach is seeking a Service Desk Engineer III to deliver expert-level Tier 3 support for complex technology issues and service requests. In this on-site role in Long Beach, CA, you will work directly with YMCA staff to troubleshoot advanced hardware, software, application, network, and security-related problems while maintaining clear communication through the ticketing process.

This position also supports team growth through mentoring and knowledge sharing, helping strengthen advanced troubleshooting skills across lower-level technical staff.

Position Summary

The Service Desk Engineer III provides expert-level support for complex technology problems and requests. By delivering fast, efficient, and effective resolution, the role helps YMCA staff remain productive and get maximum value from technology investments. The position also mentors lower-level technical staff so they can handle advanced support independently.

Responsibilities

• Provide excellent customer service and communicate clearly with technical and non-technical users and staff.
• Follow established support processes and guidelines.
• Deliver Tier 3 support for complex hardware, software application, network, and security-related problems and requests.
• Log, diagnose, repair, resolve, and communicate reported problems to end users, clients, or departments.
• Diagnose and resolve advanced technical issues, and escalate requests that are beyond assigned capability or authority.
• Mentor lower-level technical staff to strengthen advanced troubleshooting and independent problem resolution.
• Document learned processes and technical solutions in the knowledge base for end users and IT staff.
• Accurately record work performed on requests, issues, and tasks, maintaining complete ticket documentation.
• Support achievement of service-level, customer satisfaction, documentation, ticket quality, and resolution goals.
• Acquire and maintain technical skills required to support the YMCA technology environment.
• Perform other duties as assigned.

Requirements

• Three or more years of experience in an advanced service desk, systems support, or network support role.
• Bachelor’s degree in Information Systems, Security, or a related field (preferred).
• Nonprofit or YMCA experience (preferred).
• Advanced networking and security troubleshooting skills, including DHCP, DNS, VLANs, spanning tree, QoS, high-availability and stacked devices, wireless networks, firewalls/gateways, and LAN/bandwidth issues.
• Advanced Microsoft 365 administration and security/compliance experience, including transport rules, environment setup/configuration, audit and analysis, and PowerShell queries.
• Backup and disaster recovery knowledge with the ability to respond to and resolve DR scenarios.
• Strong written and verbal communication, analytical problem-solving, project management, vendor escalation, training, and change-management skills.
• Ability to work independently, manage multiple priorities, remain effective under pressure, and maintain a service-oriented approach.
• Preferred certifications: CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Administrator Expert, and ITIL Foundations.
• Criminal clearance, including fingerprints and background clearance, as required by the YMCA.
• Complete required new employee orientation and child abuse prevention training.

Technologies

• Microsoft 365
• PowerShell
• DHCP
• DNS
• VLANs
• Spanning tree
• QoS
• Wireless networks
• Firewalls/gateways
• LAN/bandwidth issues
• Transport rules

Pay and Schedule

• Pay: $27.07 - $39.23 per hour
• Hours: Full Time, non-exempt, on-site

Benefits

• Health insurance
• Paid time off
• Vision insurance

Work Environment & Physical Demands

• Environmental Factors: Primarily indoor office and YMCA facility environments. The position is on-site and may require after-hours support in response to technology issues or service needs. Noise level is usually moderate.
• Physical Demands: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Regularly required to use hands to finger, handle, or feel objects, tools, or controls. Frequently required to stoop, bend, kneel, crouch, talk, hear, stand, walk, sit, and reach with hands and arms. Must occasionally lift, push, pull, and/or move up to 30 pounds. Specific vision abilities required include close vision, distance vision, color vision, and peripheral vision.

Hours and Location

• Work Location: In person
• Location: Long Beach, CA (onsite)