Help Desk Analyst

Help Desk Analyst Opportunity!

Salary range: $40,000-$43,000 annually

The YMCA of Metropolitan Chicago is one of the largest associations of YMCAs in the nation. This position and team play a vital role in our ability to execute our mission.

The Help Desk Analyst provides phone and on-site support for in-house computer systems, peripherals, telephone, and network equipment at the YMCA of Metropolitan Chicago's 30+ physical locations. Potential candidates must have advanced knowledge of Microsoft Windows personal computing in a corporate/enterprise environment and intermediate working knowledge of operating systems, Microsoft 365, local area networks, wireless networks, network copier/scanner/printer/fax devices, audio/visual equipment and other mainstream business-class IT solutions.

Our staff is the Y's greatest asset. Our teams provide valuable skills, knowledge, and passion that is essential to the contribution and positive impact in our communities, which is why we offer Y employees numerous perks and benefits, including:

• Comprehensive benefits package for eligible employees
• Opportunity for eligible employees to participate in the Y's retirement fund
• Be part of a team that is passionate about building and sustaining an inclusive and equitable environment for all staff, volunteers, and members
• Do meaningful work and contribute to the advancement of the YMCA vision by meeting the needs of the people in our communities
• Complimentary Adult YMCA membership and an employee discount on select programs
• Career advancement opportunities - grow your career at the Y!

Scope of Responsibilities:

• Answers phones promptly and professionally
• Troubleshoot and resolve tier 1 and tier 2 problems with hardware, software, and network connectivity in a timely manner meeting SLA requirement and within established policies and procedures
• Expedite problems to staff if unable to correct problem(s)
• Use provided Help Desk tools to maintain records of all incidents, communications with employees, and actions taken to resolve issues
• Provide end user training and assistance where required
• Configure and install personal computers and laptops to ensure optimal workstation performance
• Assist with documenting procedures and recommend operating efficiencies
• Provide after-hours/weekend on-call support on a rotation and/or project basis

Minimum and Preferred Requirements

• Minimum of 1 year experience providing IT support over the phone
• Experience with technologies including, but not limited to: Windows 10 and 11, Exchange Online, Outlook and Outlook Web Access, MS Office Suite, Active Directory, HP/Dell - desktops and laptops, HP/Toshiba - printers and printer/copiers, phone and voicemail systems, local area networks (LANs), and wireless networks (WANs)
• Prior experience with a help desk ticketing system and with remote support software, Logmein, ConnectWise Control, Bomgar, Sccm/Intune
• Ability to stand/walk/kneel/bend/stoop and lift up to 20lbs
• Strong customer service skills are necessary. You must be friendly and upbeat over the phone with the ability to guide end users with a range of technical skills through troubleshooting processes
• Ability and willingness to work in a fast-paced, demanding, and frequently changing environment - must thrive on change, innovation, and teamwork
• Able to work independently, or with a team, within established policies and procedures
• Available for after-hours/weekend on-call support on a rotation and/or project basis
• Must be able to travel on occasion throughout Chicagoland to assess and resolve technical issues

All YMCA of Metropolitan Chicago employees are required to support the YMCA's commitment to child abuse prevention by:

• Reporting any items that may provide a health or safety hazard to staff, members, or guests to your supervisor
• Following all policies and procedures related to keeping children safe in our facilities and programs, including those related to the monitoring and supervision of children
• Reporting any suspicious behavior and violation of policy and procedures to your supervisor
• Completing all child abuse prevention training as required