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YMCA Seattle Career Site

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YMCA of Greater Seattle IS Helpdesk Supervisor in Seattle, Washington

Overview

Our Commitment to Equity

The Y actively promotes a culture free from bias and injustice. We are dedicated to removing institutional and systemic barriers that result in oppression and racism. We will be accountable to marginalized communities for creating equitable and sustainable environments where social justice is woven into every facet of our programs, and by caring for our communities in a culturally versatile and respectful manner.

The Helpdesk Supervisor is responsible for scheduling and supervising the work of Information Services Support Specialists in a multi-site support environment, which is the primary contact for all problems and inquiries regarding Information Technology services. They must exercise reasonable initiative and independent judgment in problem resolution, scheduling personnel and equipment within the established procedures to ensure timely output and integrity of data. Responsible for training and evaluating staff performance including making recommendations to management regarding improved performance.

Responsibilities

  1. Assures excellent customer service between helpdesk and customers.

  2. Plans, coordinates, and supervises execution of projects, work assignments and workloads for help desk personnel, ensuring adherence to departmental policy and procedures.

  3. Creates and/or reviews technical procedures to improve efficiency and effectiveness of operations, making sure goals and objectives are met.

  4. Manage hardware and software assets, ensuring proper disposition of new equipment and collection and retiring of outdated assets. Includes proper processing of leased equipment.

  5. Monitors and tracks turnaround time for all work orders, interpersonal communication with clients, accuracy of technical assistance provided, and proper closure/escalation of calls referred to other areas.

  6. Assists in daily operation of the IS Helpdesk, which includes, but is not limited to resolving service requests through hands-on work with PCs, laptops, printers, handheld devices, servers and all other associated computer peripherals and software.

  7. Performs guidance and approvals of the creation of standard desktop/laptop software images.

  8. Works in consultation with Network Engineer in the planning, coordination and implementation of Active Directory design and group policy documentation and implementation.

  9. IS Security primary representative for the helpdesk, ensuring team monitors and maintain security principals as required. Works with Network Engineer and other staff on continual security improvement.

  10. Other duties as assigned

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time position, and hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. Evening and weekend work may be required as job duties demand.

TRAVEL

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Qualifications

  • 3+ years’ experience involving a combination of troubleshooting, installing, upgrading and maintaining PCs, laptops, printers or associated peripherals in a Microsoft Windows operating system environment, utilizing Microsoft products including but not limited to MS Outlook, MS Exchange and virus protection software.

  • At least 1 year of supervision experience.

  • Experience in a customer service environment working with supporting information resources;

  • Experience managing and administrating full suite of Office365 applications like Skype/Teams, Sharepoint, SCCM, Intune and Office.

PREFERRED EDUCATION AND EXPERIENCE

  • ITIL Service Desk Certified preferred.

  • Bachelor degree desire or equivalent experience.

  • PowerShell experience preferred.

  • Project Management preferred.

  • Mobile device management experience preferred.

  • Prefer knowledge of and previous experience with, diverse populations (language, culture, race, physical ability, sexual orientation, etc.). Ability to speak any language in addition to English may be helpful.

You'll be a great fit for the Seattle Y if you:

  • Thrive on working in a collaborative environment

  • Are very adaptable

  • Have high ownership and strong work ethic

  • Are a great problem solver who can think on your feet

  • Passionate about creating solutions for customers

  • Truly enjoy being of service to people

  • Like being part of a team that cares about one another as people and enjoy working together

  • Passionate about equity, justice and removing barriers to service

  • Want to know that the work you do contributes to building a better, stronger community for all

At the Seattle Y, we are an inclusive organization of people with a shared commitment to nurture the potential of youth, promote healthy living, and foster social responsibility. We also believe in supporting the wellbeing of our employees and offer a free Y membership as a benefit of employment. 

Become a leader on our team at the YMCA of Greater Seattle where we promote a continuous learning environment and career opportunities. 

Starting pay rate: $61,000/Year

The YMCA of Greater Seattle is an equal opportunity employer committed to diversity, inclusion, and equity. We are a drug & alcohol-free workplace; all job offers are contingent on results of a background check and drug screening, including screening for marijuana .

Enrollment, participation, associates, club, fellows, group, society, Personalized Wellness Planer, AnnuaSales, Membership, Engagement, Collaboration,

MISSION STATEMENT:

Building a community where all people, especially the young, are encouraged to develop their fullest potential in spirit, mind, and body.

OUR VALUES:

  • Respect

  • Responsibility

  • Honesty

  • Caring

  • Passion for Excellence

#LI-EB1

Job Locations US-WA-Seattle

Posted Date 1 week ago (9/16/2020 12:02 AM)

ID 2020-10657

Type Regular Full-Time

# of Openings 1

Location Association Office

Category IT/IS

Address 909 4th Avenue

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