What are the responsibilities and job description for the System Support Specialist position at YMCA OF GREATER TULSA?
Description:
JOB TITLE: System Support Specialist
REPORTS TO: Vice President of Systems Administration
FLSA TYPE: Non-Exempt, hourly
Job Type: Full Time
WORK LOCATION: Association Office
JOB PURPOSE:
The System Support Specialist will provide technical assistance and answers to employees’ questions, assisting users by troubleshooting problems with hardware, software and organizational processes.
ESSENTIAL FUNCTIONS (not a complete list):
- Identifies, investigates, and resolves users’ problems with computer software and hardware.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding technology hardware, operations software, system connectivity, and similar concerns.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Provides technical support and guidance in identifying, investigating, and resolving users’ computer hardware and software problems.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Installs or assists with the installation and set-up of new hardware, software, and peripheral equipment.
- Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
- Drafts or revises user training manuals and procedures.
- Maintains logs of support services provided in the ticketing system
- Collaborates with other employees to research and resolve problems.
- Maintains knowledge of technology innovations and trends.
- Performs other related duties as assigned.
Required:
- 18 years old
- Two years of experience or associate’s degree required.
- At least two years of related technical support experience required.
- Strong verbal and written communication skills.
- Excellent analytical and problem-solving skills.
- Excellent understanding of computer hardware and software systems.
- Excellent time management and prioritization skills.
- Proficient with Microsoft365 Administration.
- Proficient with CRM, MMP and CMMS software.
- Ability to explain technical issues to technical and nontechnical employees.
- Proficient with or the ability to quickly learn an array of computer hardware and software.
Preferred:
- CPR, First Aid, AED, Oxygen Administration certification (will provide upon employment)
- Bilingual English and Spanish
