IT Service Desk Analyst (Short-Term)

The salary for this short-term position starts at $16.80 hourly. We take into consideration an individuals background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status. 1. Job Summary : The incumbent responds to user hardware and software issues which may include diagnosing, prioritizing, tracking, and actively resolving issues via phone, email, or in person. They are responsible for configuring desktop and laptop computers, performing software installs, and keeping documentation. 2. Essential Functions : Provide tier 1 IT Service Desk support to YMCA of the North (YOTN) team members by responding to service requests and tickets submitted through ServiceNow IT service desk software, phone calls, instant messages and walk ins.Accurately and efficiently configure and maintain computer hardware and software-including Microsoft operating system, applications, upgrades, and software patches.Maintain network and application passwords and permissions in an Active Directory environment.Conduct adds, moves, and changes to internal voice and data communications systems including computers, telephone system, voice mail system and cabling.Develop and maintain documentation, processes, and checklists for dynamically changing technical operations related to office technology according to guidance from management and supplier best-practices.Support and assist team members mobile devices and apps for Android and iOS.Demonstrates behaviors and actions consistent with YOTN values, code of conduct and other policies and procedures.Performs duties and responsibilities as outlined for the task or projects assigned.Participates in training and application of skills necessary to perform assigned duties and responsibilities.Communicates with identified internship supervisor reporting on progress, making recommendations, preparing reports, etc. and obtains feedback from internship supervisor to enhance skill development. 3. Relationships : This position reports to the Director of IT Services who reports to the Sr. Vice President of Information Technology who reports to the Chief Financial Officer / Chief Information Officer. The incumbent interacts regularly with YMCA team members. 4. Qualifications : Required General computer literacyAbility to communicate with users of all skill levelsWillingness to learn and the ability to troubleshoot problems independentlyStrong interpersonal and written communication skills Preferred Knowledge of Windows 2000 and Windows XPKnowledge of Office 2003Knowledge of Outlook 2003 in an Exchange 2003 environmentKnowledge of LAN / WAN networks 5. Work Conditions : Ability to work on a computer for extended periods of time.Ability to lift and carry boxes containing computer hardware up to 50 pounds. 6. Additional Notes : This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Chief Financial Officer / Chief Information Officer or their representatives in completing projects or performing duties deemed necessary for the branch or Association success. Diversity, Equity and Inclusion Pledge The Y of the North is committed to the work and everyday practices of eliminating disparities and eradicating of unjust systems to become a multicultural, anti-racist and anti-oppressive organization. YMCA of the North team members and volunteers must exemplify the associations mission, vision and values of caring, equity, honesty, respect and responsibility. The YMCA of the North continues to develop plans and strategies to ensure team members and volunteers reflect the demographics of the communities we serve. We will continually conduct institutional racism and oppression review of our policies, procedures and practices in recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; layoffs; terminations; and the ongoing development of a multicultural, anti-racist and anti-oppressive work environment and culture that promotes equity and respect for the human dignity of all. We value and respect this diversity and choose to be inclusive through our acceptance of all.

Salary : $17