IT Support Specialist

Are you a tech-savvy problem solver who enjoys helping others stay connected and productive? The IT Support Specialist serves as the go-to resource for technical support for all branch locations, troubleshooting issues, managing Microsoft 365 and cloud systems, and ensuring secure, efficient day-to-day operations. This role also partners with vendors, supports staff training, and drives technology improvements to enhance organizational effectiveness and member experience.

ESSENTIAL FUNCTIONS:

End-User Technical Support

• Serve as the primary point of contact for all IT-related support requests across all branches (Central, West End, East End, Outdoor Y, and Houston Fisher).
• Troubleshoot and resolve hardware, software, network, and application issues in a timely and professional manner.
• Provide onsite and remote support for desktops, laptops, mobile devices, and printers.
• Set up, configure, and deploy workstations and devices for new and existing staff.
• Prioritize support requests, maintain documentation and ensure timely resolution and follow-up.

Microsoft 365 Administration

• Create, modify, and deactivate user accounts and support onboarding/offboarding processes through account setup, access management, and deactivation.
• Manage licensing, MFA, shared mailboxes, distribution lists, Teams channels, and OneDrive access.
• Assist with email routing rules, calendar permissions, and basic security configurations.
• Coordinate escalations to Microsoft support when needed.

Backup & Recovery Oversight

• Monitor cloud-based backup testing and retention systems. Support data recovery efforts as needed.
• Ensure Microsoft 365 and cloud data YMCA retention and recovery policies are in place.

Server & System Administration

• Monitor and maintain Azure Active Directory
• Support cloud-based systems and any remaining on-site infrastructure.
• Coordinate with vendors for cloud-hosted services and virtual machines.
• Monitor system performance and proactively address issues to minimize downtime.

Security Administration

• Implement and maintain cybersecurity best practices, including endpoint protection, MFA, and access controls.
• Monitor systems for security risks, vulnerabilities, and unauthorized access.
• Support compliance with YMCA policies, data privacy standards, and applicable regulations.

Documentation & Asset Management

• Maintain accurate IT documentation, including network configurations, passwords, vendor contracts, system procedures, and troubleshooting guides.
• Track and manage IT assets such as hardware, software licenses, and warranties.
• Ensure proper lifecycle management of equipment, including procurement, deployment, and retirement.

Vendor & Network Coordination

• Serve as primary contact for external vendors, including Spectrum (managed network provider), for issue resolution and service coordination.
• Coordinate installations, upgrades, and maintenance of network infrastructure and services.
• Maintain vendor relationships, contacts, and service documentation.
• Monitor vendor performance and ensure service level expectations are met.

Training & Staff Support

• Provide onboarding technology orientation for new users.
• Conduct ongoing training sessions to improve staff technology proficiency.
• Educate staff on best practices, security awareness, and effective system use.

Technical Projects & Improvements

• Support facility upgrades, programming technology, and capital improvement initiatives.
• Assist in planning and budgeting for technological needs and projects.
• Maintain and execute a proactive list of system and process improvements across all locations.

QUALIFICATIONS:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent combination of education and experience will be considered.

• Minimum of 2–4 years of hands-on IT support experience, preferably in a multi-site or service-oriented environment.
• Experience supporting Microsoft 365 environments, including user administration and cloud-based applications (Outlook, Teams, SharePoint, OneDrive).
• Strong working knowledge of Windows operating systems, desktop/laptop hardware, and mobile devices.
• Familiarity with networking concepts (TCP/IP, Wi-Fi, firewalls, VPNs) and coordination with managed service providers.
• Knowledge of backup and recovery solutions, endpoint security, and basic server administration.
• Strong customer service orientation with the ability to communicate technical information to non-technical users.
• Excellent problem-solving, organizational, and time management skills.
• Ability to prioritize and manage multiple requests across different locations.
• High level of integrity and ability to handle sensitive and confidential information.
• Self-motivated with the ability to work independently and as part of a team.
• Ability to travel between YMCA branches within Lake County as needed.
• Availability for occasional evening or weekend support, as required.
• Successful completion of background check in accordance with YMCA policies.

PHYSICAL DEMANDS:

• Medium work. Exerting 50 pounds of force rarely, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
• The worker may be subject to noise.
• Frequently subject to environmental conditions- heat and humidity both inside and outside.
• Ability to: stand, sit, stoop, kneel, and crouch frequently throughout the work shift; occasionally ascend/ descend a ladder; walk on a variety of uneven surfaces and climb stairs frequently; receive information through sound as well as express through spoken words; read and interpret instructions, procedures, manuals, and other documents.

This is a part-time hourly, non-exempt position. Applications are being accepted until the position has been filled. The Lake County YMCA is an Equal Opportunity Employer.

Pay: From $25.00 per hour

Benefits:

• Employee discount
• Flexible schedule
• Retirement plan

Work Location: In person

Salary : $25