Senior IT Helpdesk Field Specialist

As a Senior Helpdesk Specialist, you will be the go-to expert for all IT-related issues, providing advanced support and leading our helpdesk team. You will play a critical role in maintaining our IT infrastructure, resolving technical problems, and delivering exceptional service to our staff and members across our branches in the DC, Maryland, and Virginia. . If you have a passion for technology and a talent for problem-solving, we want you to join our mission!

• Experienced IT Professional: Associates or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred with 5+ years of experience in a helpdesk or IT support role.
• Technical Expert: In-depth knowledge of computer systems, Active Directory and Office 365, networks, and software applications, with certifications such as A+, Network+, Security+, MCSA, MCSE or similar preferred. Proficient with a ticketing system.
• Problem Solver: Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
• Team Player: Excellent interpersonal and leadership skills, with experience mentoring and guiding junior team members.
• Customer Focused: Exceptional customer service skills with a patient and user-friendly approach.
• Detail-Oriented: Strong organizational skills with the ability to document processes and procedures accurately.
• Continuous Learner: Commitment to staying updated with the latest technology trends and advancements.

• IT Support: Provide expert-level support for complex technical issues, ensuring timely and effective resolution.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues, escalating when necessary.
• System Maintenance: Perform routine maintenance and updates on IT systems and infrastructure.
• User Training: Develop and conduct training one on one sessions to enhance user proficiency and minimize technical issues.
• Customer Service: Deliver exceptional customer service, ensuring user satisfaction and effective communication.
• Physical infrastructure Support: Confident with fixing physical infrastructure including wiring, access points configurations, desktop and laptop repairs, setting up new wiring and equipment to support mission goals.
• Support of Legacy Systems: Support legacy systems while maintaining functionality, security and services 

• Mission Advancement: Incorporates the Y's mission and values into the organization's vision and strategies. Ensures community engagement; promotes the global nature of the Y. Leads a culture of volunteerism ensuring engagement, inclusion, and ownership.
• Collaboration: Initiates the development of relationships with influential leaders to impact and strengthen the community. Is recognized as an inspirational community leader who navigates complex political and social circles with ease. Communicates to engage and inspire people within and outside the YMCA. Ensures that a talent management system is in place and executed effectively.
• Operational Effectiveness: Possesses penetrating insight and strong strategic and critical thinking skills. Invests resources in well-designed innovation initiatives. Creates a structure to deliver organization-wide results to achieve objectives. Develops and implements stewardship strategies. Determines benchmarks and ensures appropriate leadership to meet objectives.
• Personal Growth: Creates a learning organization. Effectively drives change by leveraging resources and creating alignment to expand organizational opportunities. Shares authority and demonstrates courage and humility. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Why Join Us:  The YMCA offers a collaborative and energizing work environment that encourages personal and professional growth. By joining our team, you will have the opportunity to make a meaningful impact in the community while enjoying a range of benefits designed to support your overall well-being.

• Impactful Work: Play a crucial role in ensuring our technology supports the YMCA’s mission and goals.
• Competitive Compensation: Salary range of $65,000.00 to $70,000.00 reflects your skill and experience.
  Medical, Dental, and Vision Insurance: Comprehensive plans to ensure you and your family can receive the care you need.
• Wellness Programs: Y membership for you and your family to support your physical and mental health.
• Retirement Plans to Secure your Financial Future: The Y will contribute 10% of your salary into the Y’s retirement savings plan. You also have the option to make additional contributions to the Y’s 403(b) and ROTH plans.
• Work-Life Balance: Generous vacation, sick leave, and holidays.
• Professional Growth: Enjoy opportunities for professional development and career advancement.
• Inclusive Environment: Thrive in a collaborative, mission-driven workplace ensuring all employees feel valued.