IT Systems Support Specialist - Tampa YMCA

Reporting to the Chief Information Officer, the Systems Support Specialist will be responsible for handling incoming IT tickets from the various family centers and departments and helping with the overall IT function.  This position will be the initial contact for end user technical support of workstation hardware and software, telephone, network, security systems, operating systems, printing, internet access, identity management, applications and related technology in an Active Directory environment. Success in the role will require technical skills, relationship building skills, proactivity and follow-through.

Information Technology Operations

• Deliver technical support and end-user training to associates, ensuring optimal resolution of issues.
• Manage and prioritize help desk tickets, document troubleshooting processes, resolutions, and system updates.
• Install, configure, and maintain desktops, laptops, printers, copiers, and associated software to ensure seamless day-to-day operations.
• Administer user identities and permissions via Active Directory and Entra ID, ensuring secure access management.
• Provide technical support for the Office 365 ecosystem, including SharePoint, Teams, Exchange, and Intune, optimizing collaboration tools and enterprise applications.
• Offer on-site technical support to Tampa YMCA staff at both the Association Office and Family Centers.
• Assist with management of mobile devices by using mobile device management software.
• Contribute to the development and maintenance of the IT knowledge base, ensuring documentation and best practices are up-to-date.
• Ensure adherence to IT policies and procedures, offering insights for policy improvements and efficiency gains.
• Provide consistent, high-quality customer service while resolving technical issues in a timely manner.
• Oversee and troubleshoot access to security cameras.
• Ensure compliance with privacy regulations regarding the handling of PII including medical information.
• Provide technical expertise and troubleshooting support to end-users for operational and maintenance issues related to system equipment.
• Collaborate with senior IT management, submitting recommendations for process improvements and increased operational efficiency.
• Participate in cross-functional project teams, contributing technical expertise and assisting with assigned tasks.
• Attend and actively engage in all relevant training sessions, meetings, and presentations to stay current with technology trends and organizational needs.
• Perform all duties as assigned by direct supervisor.