POSITION SUMMARY:

This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. The Help Desk Coordinator coordinates maintenance and support of technology tools and environments by analyzing requirements, resolving problems, installing hardware and software solutions, and leading the internal Help Desk activities. Administers and provides internal support for the Y’s computers, printers, servers, and related equipment.

OUR CULTURE:Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

The Akron Area YMCA stands with others in denouncing prejudice, racism, intolerance, and all other forms of discrimination. We are committed to our mission: To put Christian principles into practice through programs that build healthy spirit, mind and body for all. In the 150-year history of the Akron Area YMCA we have always and will continue to be dedicated to doing more, doing better, and thus becoming a champion of change in our community.

ESSENTIAL FUNCTIONS:

1. First point of contact for Technical Support issues (May include off-hour on-call rotation)
2. Coordinate technical support activities with other technology department staff.
3. Maintains the helpdesk tracking software; reports issues to service desk for escalation.
4. Monitors and responds quickly and effectively to requests submitted to the help desk. Assigns and monitors the status of work orders in the queue and processes work orders based on priority and first in, first out criteria.
5. Resolves problems to the end user’s satisfaction.
6. Installs, tests and configures new workstations, peripheral equipment and software.
7. Maintains inventory of all equipment, software and software licenses.
8. Manage a preventative maintenance plan for equipment that includes routine inspections, scheduled cleaning, and critical updates.
9. Maintain and improve your knowledge base in areas of technology relevant to YMCA initiatives.
10. Assists with onboarding of new users.
11. Provide technical support at special events; which may include evenings and weekends.
12. Builds relationships and creates a welcoming environment for all end users.
13. Support YMCA initiatives; understand, discuss, and promote all YMCA programs.
14. Be familiar with the Annual Campaign and be able to speak about its impact on our community. We invite all staff to participate in the YMCA’s Annual Campaign. Participation is voluntary.
15. Performs other duties as assigned.

LEADERSHIP COMPETENCIES:

• Critical Thinking & Decision Making – Actively looks for and incorporates different points of view when making decisions. Gathers relevant, valid data to make appropriate decisions. Anticipates risk, implications, and possible outcomes before acting. Weighs pros and cons of multiple options before making decisions.
• Communication & Influence – Writes clearly and concisely, using correct grammar, vocabulary, and appropriate tone for the message or audience. Speaks in a clear, articulate manner. Maintains regular, clear, and concise communication within area of responsibility. Adopts a personal leadership style or approach to influence others.
• Developing Self & Others – Coaches others for continuous development, including analyzing performance gaps, building development plans, delivering appreciative and developmental feedback, and aligning passions and goals. Addresses sensitive issues, inappropriate behavior, or performance concerns. Shares and employs new learning to improve performance. Strives to understand and resolved conflicting feedback or ideas from multiple sources.
• Emotional Maturity – Regulates behavior based on assessment of situation, personal feelings, strengths, and limitations. Demonstrates a settling presence, even during times of crisis and challenge.
• Innovation – Researches and Identifies new trends. Incorporates creative thinking and discussion techniques into meetings. Tries new things and assesses effectiveness. Values and encourages creative and innovative ideas.

QUALIFICATIONS:

• Experience and understanding of the YMCA mission, programs, and philosophy is very important.
• High School diploma or equivalent required; Bachelor’s Degree in Information Systems, Business, Communications or related field preferred.
• Minimum four (3) years of relevant experience with Windows PC hardware/software and Office 365 admin.
• Analytical and problem-solving abilities, with keen attention to detail.
• Ability to work independently

WORK ENVIRONMENT & PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly uses a computer for extended periods of time;
• Regularly communicates using a computer, phone, or smart device;
• Regularly required to sit and reach, and must be able to move around the work environment;
• Regularly thinks in abstract, problem solves, remembers, makes decisions, instructs, coordinates, evaluates, and organizes.
• Often works off-site requiring reliable private transportation (mileage paid)
• Occasionally gives on-site support at locations that may not be handicap accessible.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• Occasionally lift and/or carry up to 25 pounds; may include computers, monitors, printers, etc…
• Agility: Be able to reach tight spaces such as behind furniture, under desks/counters, above ceiling panels.