The Y (YMCA) · 2 days ago

Senior IT Helpdesk Specialist

Washington, DC

Full-time

Hybrid

Senior Level

$65K/yr - $68K/yr

5+ years exp

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Health Care

Insider Connection @The Y (YMCA)

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Responsibilities

Provide expert-level support for complex technical issues, ensuring timely resolution.

Diagnose and resolve hardware, software, and network issues, escalating when necessary.

Perform routine maintenance and updates on IT systems and infrastructure.

Develop and conduct training sessions to enhance user proficiency.

Create and maintain comprehensive documentation for technical processes.

Deliver exceptional customer service and effective communication.

Identify opportunities for process improvements and implement best practices.

Qualification

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Computer SystemsActive DirectoryNetworksSoftware ApplicationsSecurity+MCSAMCSETicketing SystemTroubleshootingTechnical IssuesMentoringJunior Team MembersDocumentationAdvancementsProblem-SolvingInterpersonalLeadershipCustomer ServiceOrganizational

Required

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.

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.

Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.

Excellent interpersonal and leadership skills, with experience mentoring and guiding junior team members.

Exceptional customer service skills with a patient and user-friendly approach.

Strong organizational skills with the ability to document processes and procedures accurately.

Commitment to staying updated with the latest technology trends and advancements.