IT ServiceDesk Support Technician II

Why work with YWCA Seattle King Snohomish?

YWCA SKS is the region’s largest non-profit organization with a 120 year legacy, focused on the needs of women, with programs serving 7,000 people each year. When you work with YWCA, you make a difference.

We’re women and BIPOC-led, family-centered, and supportive of employees. As a full-time YWCA employee (30 hours), you’ll enjoy a benefits package including medical insurance, generous vacation, holiday, sick leave plans, and an outstanding retirement plan. Put your passion for racial equity and social justice to work – apply today!

What You'll Do

As the Tier 2 ServiceDesk support Technician, you must be experienced and knowledgeable in technical issues and their solutions. Tier 2s will work on tickets escalated from tier 1. As the support person, you will also handle projects in a team setting with tier 1 and tier 3 techs. These projects may include new application roll out and migrations as well as testing software and applications to fit the needs of end users.

This position has a social justice component that requires critical thinking through the lens of racism and intersections with poverty. Knowing the core principals of antiracism and grounding those principles in everyday work are required job skills and core values. As an equal opportunity employer, we highly encourage people of color to apply. 

• Interact with customers in a professional manner responding to technical issues
• Maintain the highest level of customer satisfaction
• Perform general maintenance, including software updates, imaging server maintenance, and general troubleshooting of applications
• Perform software and installations remotely
• Provide remote troubleshooting
• Account creation and administration in O365/Azure and on Prem AD
• Develop and create documentation and support material (KBs)
• Complete projects in a team environment
• Complete tickets escalated from Tier 1 support
  

• A bachelor’s degree in a technology field with 2 years’ experience, or Associates Degree with more than 3 years’ experience in a similar position
• Experience with Helpdesk applications (Especially SolarWinds), or similar systems
• Strong knowledge of networks and firewalls
• Proficient knowledge of O365/M365
• Understanding of Windows registry, NTFS permissions, and OUs
• Understanding of Network Security
• Implement strict ITIL and ISO guidelines adhering to pre-defined SLAs
• Strong communication and collaboration skills
• Ability to easily adapt to and learn new technologies
• Possess positive, professional interpersonal skills
• CompTIA A and N Certification desired
• Knowledge of Security Systems (e.g. HikVision, iVMS 4200)
• Experience with Remote Management Tools
• Excellent customer service and phone skills
• Ability to work in an ever-changing environment
  

• Hourly Range: $27.00-$29.00, DOE
• Hours: 40
• Excellent benefits package including medical insurance, retirement plan, plus generous vacation, holiday, and sick leave plans
• At the time of hire, employees may enroll voluntarily in the Fidelity 403b Plan
• After two years of employment, employees are eligible to participate in the YWCA Retirement Fund
  

• Use one or two hands to grasp, move, or assemble objects.
• Make quick, precise adjustments to machine controls.
• Use muscles to lift, push, pull, or carry objects of about 50Lbs.
• May use stomach and lower back muscles to support the body for some periods of time
• Ability to bend and work on cables under the table as needed
  

YWCA encourages applicants with a variety of experiences to apply!

At YWCA, we recognize that lived expertise is a powerful asset. This refers to the insights, knowledge, and skills developed by those who have navigated systems and experienced inequity.

Valuing lived expertise helps build trust with program participants, develop culturally responsive programs, and break down barriers to equity. It enriches our collective understanding and enhances our ability to serve communities that are furthest from opportunity.

Mental Health Considerations

All employees of the YWCA interact with clients who have experienced or are experiencing trauma in various forms, including but not limited to, racial trauma, domestic violence, sexual violence, homelessness, unemployment, and financial hardship. As a result, employees are at risk of secondary trauma. We encourage employees to seek support inside and outside the workplace and maintain self-care routines.

Equal Opportunity Employment

YWCA Seattle King Snohomish is an Equal Opportunity Employer.  To read more about this, view the EEO is the Law Poster and this EEO is the Law Poster Supplement.

For more information

Contact us at careers@ywcaworks.org with any questions or if you need accommodation for your application.