Google Workspace & The Excel Center Help Desk

Accountability:

Responsible for the configuration and support of The Excel Center’s Google Workspace environment and other technical support needs. This role acts as the technical point of contact for anything related to The Excel Center and Google Workspace, including user support, security, compliance, and integration with other business systems. The specialist ensures seamless access to services such as Gmail, Drive, Calendar, Meet, Chat, Docs, Sheets, and other applications within the Google Workspace suite. General hands-on IT support is provided to The Excel Center.

Responsibilities & Essential Functions:

Database Management

• Provide Google account provisioning and user management.
• Create, update, and delete user accounts and groups.
• Manage organizational units within Google Workspace.
• Assign roles and access permissions according to organizational policies.
• Set up and manage shared mailboxes, resources, and distribution lists.

Problem Solving

• Provide technical support and troubleshooting.
• Provide hands-on support for setup and support for equipment as needed.

Customer Service

• Respond promptly to incoming support requests via phone, email, ticketing systems, or in-person, providing high-quality technical assistance to end-users.
• Support the Enrollment Specialist with any questions or training for setting up students with e-mail.
• Provide exceptional customer service to internal Excel Center customers.
• Escalate unresolved issues to higher-level support or relevant IT teams, ensuring timely resolution and clear communication throughout the process.
• Monitor and update the progress of tickets, maintaining accurate records of each issue and its resolution within the ticketing system.

The above list of responsibilities is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities or duties required. Employees are expected to perform other duties as assigned.

Sensory & Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee frequently is required to use hands to handle, feel or reach. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.

Environment:

The work is hybrid and can be done remotely when feasible. When necessary, the work is conducted at The Excel Center housed in a partner location at the YMCA. Hours are primarily daytime hours with occasional weekend or evening work.

Disclaimer:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by the employee's supervisor. Requirements are representative of the minimum levels of knowledge, skills, and/or abilities to perform this job successfully. The incumbent will possess the abilities or aptitude to perform each duty proficiently. All requirements are subject to possible modification to reasonably accommodate persons with disabilities. The Excel Center may exclude individuals who represent a direct threat or significant risk to the health and safety of themselves or other employees.

The Excel Center is an equal opportunity employer.

This document does not create an employment contract, implied or otherwise. The employment relationship is at will.

Skills and Qualifications:

• Bachelor’s degree in information technology, computer science, or a related field, or equivalent experience, or currently enrolled in courses for that field.
• Previous experience working on technology-related projects.
• Certification such as Google Workspace Administrator or Google Cloud Certified – Professional Collaboration Engineer is highly desirable.
• Knowledge of remote desktop solutions and endpoint security tools.
• Previous Help Desk support is preferred.
• Knowledge of PCI data security standards a plus.
• Strong organizational skills and ability to multitask.
• Time management and ability to meet deadlines.
• Problem-solving and decision-making skills.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Ability to work effectively with minimal supervision.
• Ability to treat confidential information with appropriate discretion.
• Familiarity with other productivity suites (Microsoft 365, Slack, Zoom) is a plus.

Key Benefits We Offer:

Flexible work schedule, Store discount, IL PTO, Cultural observance day, Tuition reimbursement, 401k, Voluntary Aflac and Career advancement opportunities.