ITS Support Technician II

YMCA of Middle Tennessee

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Job Summary

Consistent with the Christian mission of the YMCA of Middle Tennessee, and in cooperation with other YMCA staff, under the direction of the Director of ITS Infrastructure Services, the ITS Support Tech II will be responsible for defining and maintaining installation of standard company software, the installation, repair and preventive maintenance of workstations, mobile devices, and related systems. The ITS Support Tech II will be responsible for daily support requests, as well as assisting with larger IT projects.

The ITS Support Tech II will work collaboratively and effectively with staff, fellow team members, and the general public in the performance of all job duties. In addition to the duties listed below, the ITS Support Tech II will assist in creating the standards for deployment processes for the ITS team members to follow. ITS Support Tech II will seek to provide excellent customer service to both members and staff, through technical problem-solving, effective communication, and attention to detail. This individual will also be driven to seek improvements, leveraging opportunities to improve knowledge, develop, and implement new skills.

Job Responsibilities

• upport the YMCA mission and model the YMCA core values: Caring, Honesty, Respect and Responsibility
• Model and put into practice behavior that supports inclusion and diversity
• Install, configure, and maintain workstation software and hardware as needed for Association
• Provide technical support, advice, and assistance with technical, hardware and software system issues, including laptops, desktops, mobile devices and phones
• Coordinate installations by third party vendors as necessary
• Help maintain mobile device infrastructure
• Help maintain VoIP users and extensions
• Serve as on staff expert for various software and hardware systems
• Provide on-site assistance with hardware, software, and other IT related equipment
• Install laptops, desktops, mobile devices, phones, software deployments, security updates and patches
• Troubleshoot printers and multi-function devices
• Troubleshoot desktop/laptop computer and network print/fax/scan devices
• Assist in IT special projects, as directed by the Director of ITS Infrastructure Services
• Provide after-hours – including weekend support – as a member of the ITS On-Call Rotation Support Team

Qualifications

• Passion, enthusiasm, and commitment to the mission and cause of the YMCA
• Strong interpersonal and communication skills – both oral and written- and the ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Must present a professional image and possess conflict resolution skills, and demonstrate sound judgment, initiative, versatility, and independent thinking
• Experience in Microsoft operating systems and programs
• Experience in Windows, Apple, and Linux operating systems
• Experience with Mobile Device Management
• Working knowledge of TCP/IP networking
• Demonstrable experience troubleshooting computer systems and software issues
• Sound judgment and excellent organizational and documentation skills
• Ability to work a flexible schedule, including some evenings and weekends, as a part of rotating on-call team or to deploy special projects or updates
• Ability to travel to multiple locations throughout Middle Tennessee
• Minimum 18 years of age
• Four year college degree or equivalent combination of relevant education and/or work experience
• Minimum two years experience providing end user, IT Support
• Multi-lingual a plus

Additional Information

Benefits

How to Apply

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Details

• Date Posted: September 2, 2022
• Type: Full-Time
• Job Function: Information Technology
• Service Area: Children / Youth
• Salary Range: $47,384 - $59,230, depending on experience
• Working Hours: Mon-Fri, some evenings & weekends for on-call rotation