Service Desk Technician

$61,500 - $82,000/Yr

YMCA - Chicago, IL

Full-time - Entry Level

Hybrid - Chicago, IL

Social Assistance

About the position

The Service Desk Technician at YMCA of the USA is responsible for providing timely and professional technical support for various service requests from end-users. This role encompasses support for workstations, servers, printers, networks, mobile devices, and cloud technologies, while also managing relationships, overseeing inventory, and controlling facilities.

Responsibilities

• Provide technical support for service requests in a timely manner to end-users.
• Manage relationships and oversee inventory related to IT assets.
• Control facilities and ensure all devices are accounted for and maintained.
• Review issues submitted to the ticket tracking system and provide IT support for technical issues.
• Maintain communication with users regarding incident progress and service levels.
• Escalate service requests that require higher-level support.
• Install, configure, upgrade, and maintain laptop computers and tablet devices.
• Perform new user onboarding and training on technology-related topics.
• Maintain current documentation for troubleshooting and IT roadmap planning.

Requirements

• Bachelor's degree related to Information Technology.
• Minimum 1-2 years of helpdesk experience.
• Understanding of Client OS support (Win10 and Win11) and Microsoft Server OS.
• Knowledge of Active Directory, Microsoft 365, and Exchange Online.
• Experience with installations and upgrades of software and hardware.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work in a fast-paced environment and support both onsite and remote users.

Nice-to-haves

• Related certifications in Information Technology.
• Knowledge of Apple products including Macs, iPads, and IOS.
• Experience with backup and disaster recovery solutions.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• 403(b) retirement plan
• Life and disability insurances
• Technology stipend