Description

$59,000-$62,000 annually plus generous benefits!

Under the director of the Director of IT, the Help Desk Team Lead will be primarily responsible for overseeing all Help Desk requests related to the YMCA’s network infrastructure (LAN, WAN and Wireless) and all related equipment, managing all such support requests through resolution. Ensures customer service is timely and accurate on a daily basis. Establishes best practices through the entire technical support process. Follows up with customer to identify areas of improvement. Maintains procedural documentation for both new and existing hardware and desktop software applications bringing it up to the highest standard possible. Team lead for other help desk staff. This position is responsible for ensuring that the mission, purpose, image and core values of the YMCA of Greater Rochester are conveyed.

ESSENTIAL FUNCTIONS:

· Responsible for all desktop technical issues and tracking to resolution using Spiceworks ticketing system.

· Responsible for maintaining procedural documentation for both new and existing hardware and desktop software applications.

· Manages Microsoft Active Directory and all Microsoft applications.

· Works in conjunction with IT Director and Synergy Network Operations Center troubleshooting network issues both hardware and software related.

· Responsible for all desktop and related equipment upgrades for both hardware and software applications. 

· Responsible for wireless technologies, mobile devices, camera systems, copiers, fitness equipment and related equipment. 

· Follows industry standards regarding security and backups practices.

· Assists in needs assessment and/or research for recommendations of new and/or upgrades for any IT projects. 

· Oversees inventory control of desktop supplies and all network equipment and all related hardware. 

· Supports Association objectives and goals by demonstrating the YMCA mission and core values.

Requirements

· Must possess a degree in Computer Science or have at least 5 years work related experience. 

· Strong knowledge of Microsoft Windows and Office Applications.

· Strong communication and collaboration skills.

· Excellent team builder and team player; ability to work self-directed.

· Must be able to travel between branches.

· Ability to represent the YMCA in a mature and professional manner.

PHYSICAL REQUIREMENTS:

· Must be able to sit or stand for extended duration of shift

· Must be able to bend and stoop frequently

· Must be able to lift up to fifteen pounds

· Must be able to travel from site to site