Senior IT Helpdesk Specialist

The YMCA is a cause driven organization. Join us to develop your leadership potential and discover a career that is more than a job.
Job Description

As a Senior Helpdesk Specialist, you will be the go-to expert for all IT-related issues, providing advanced support and leading our helpdesk team. You will play a critical role in maintaining our IT infrastructure, resolving technical problems, and delivering exceptional service to our staff and members. If you have a passion for technology and a talent for problem-solving, we want you to join our mission!

  • Experienced IT Professional: Associates or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred with 5+ years of experience in a helpdesk or IT support role.
  • Technical Expert: In-depth knowledge of computer systems, Active Directory and Office 365, networks, and software applications, with certifications such as A+, Network+, Security+, MCSA, MCSE or similar preferred. Proficient with a ticketing system.
  • Problem Solver: Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
  • Team Player: Excellent interpersonal and leadership skills, with experience mentoring and guiding junior team members.
  • Customer Focused: Exceptional customer service skills with a patient and user-friendly approach.
  • Detail-Oriented: Strong organizational skills with the ability to document processes and procedures accurately.
  • Continuous Learner: Commitment to staying updated with the latest technology trends and advancements.
Essential Functions
  • IT Support: Provide expert-level support for complex technical issues, ensuring timely and effective resolution.
  • Troubleshooting: Diagnose and resolve hardware, software, and network issues, escalating when necessary.
  • System Maintenance: Perform routine maintenance and updates on IT systems and infrastructure.
  • User Training: Develop and conduct training sessions to enhance user proficiency and minimize technical issues.
  • Documentation: Create and maintain comprehensive documentation for technical processes, procedures, and troubleshooting steps.
  • Customer Service: Deliver exceptional customer service, ensuring user satisfaction and effective communication.
  • Continuous Improvement: Identify opportunities for process improvements and implement best practices in helpdesk operations.
Cause-Driven Leadership Competencies

Schedule: The Senior IT Helpdesk Specialist is expected to make in-person visit to the various YMCA branches in the DMV area and work onsite and virtually as needed.

Required Certifications

Why Join Us:

The YMCA offers a collaborative and energizing work environment that encourages personal and professional growth. By joining our team, you will have the opportunity to make a meaningful impact in the community while enjoying a range of benefits designed to support your overall well-being. 

  • Impactful Work: Play a crucial role in ensuring our technology supports the YMCA’s mission and goals.
  • Competitive Compensation: Salary range of $65,000.00 to $68,000.00 reflects your skill and experience.
  • Medical, Dental, and Vision Insurance: Comprehensive plans to ensure you and your family can receive the care you need.
  • Wellness Programs: Y membership for you and your family to support your physical and mental health.
  • Retirement Plans to Secure your Financial Future: The Y will contribute 10% of your salary into the Y’s retirement savings plan. You also have the option to make additional contributions to the Y’s 403(b) and ROTH plans.
  • Work-Life Balance: Generous vacation, sick leave, and holidays.
  • Flexible Work Arrangements: Opportunities for flexible scheduling.
  • Professional Growth: Enjoy opportunities for professional development and career advancement.
  • Inclusive Environment: Thrive in a collaborative, mission-driven workplace with a commitment to diversity, equity, and inclusion ensuring all employees feel valued.