• Leadership Ability--Successfully lead, motivate, delegate, empower and engage people.
• Higher Order Thinking Skills - Ability to remember, understand, apply, analyze, evaluate and create solutions while managing projects and cases.
• Accountability/Locus of Control - Responsibility for one’s own success or failure.
• Teamwork and Collaboration--Able to work independently as well as collaborate with teams.
• Emotional Stability/Adaptability – Ability to function effectively even when faced with rejection or stressful situations. Sees each failure as one step closer to success. Learns from failures and doesn’t take it personally.
• Emotional Intelligence – Ability to empathize and understand the emotions and motivations that underlie human behavior, i.e., ‘reading people’ well.
• Organization/Time Management - Effective prioritization.
• General Cognitive Ability – Ability to interpret information quickly and accurately
• Communication (oral and written) - Ability to articulate well and be easily understood.

Essential Functions

1. Respond to requests for technical assistance in person, via phone, electronically
2. Diagnose and resolve technical hardware and software issues
3. Research questions using available information resources
4. Advise user on appropriate action
5. Follow standard help desk procedures
6. Log all help desk interactions
7. Administer help desk software
8. Redirect problems to appropriate resource
9. Identify and escalate situations requiring urgent attention
10. Track and route problems and requests and document resolutions
11. Prepare activity reports
12. Stay current with system information, changes and updates
13. Monitor and prioritize system issues reported by users
14. Provide status reporting related to requests
15. Perform system testing to ensure adherence to system requirements
16. Develop testing scripts to reproduce end-user interaction
17. Coach users in proper set-up when necessary and provide occasional end user training

1. Timely attendance and active participation in regularly scheduled departmental meetings to ensure project plans or departmental goals are met.
2. Participates in ad-hoc teams as necessary
3. Test new systems for usability and ensure they meet release specifications
4. Write and maintain systems and user support documentation efforts, including online help screens and tutorials as necessary

• Prior experience supporting staff within an IT help desk environment

• Demonstrated knowledge in Windows, Google Chrome and Firefox required
• Experience with Zendesk(ticket tracking software) and Apache Directory Studio is a plus
• Previous object oriented and/or database programming experience a plus
• Excellent written, phone, instructional, and oral communication skills;
• User problem prioritization experience
• Ability to project a professional, courteous and helpful demeanor as well as using tact and diplomacy in supporting users; ability to manage user frustration
• Experience in identifying when and where issues need to be delegated and follow-up occur
• Previous experience and ability to learn new computer systems and tools
• Positive inter-personal skills working with different levels in the organization
• Must be dependable; reliable; flexible; possess good follow-through ability; accuracy and attention to detail
• Work in a team environment to help establish and fulfill department goals and deadlines
• Manage other seasonal Help Desk team members in terms of training and oversight, when requested.
• Adhere to requirements of non-exempt status, requesting and receiving approval of supervisor to work beyond normal business operation hours.
• Ability to learn about and commit to YFU’s mission and goals.

Physical Requirements:

• Balancing; stooping; kneeling; crouching; crawling; reaching; standing; walking; pushing; pulling; lifting; grasping; fingering; talking; hearing, and repetitive motions.
• Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently; and/or up to 10 pounds of force constantly to move objects. Classified as Medium Work.
• Visual Acuity - Minimum #1 Machine Operator for inspection, close assembly; preparing data
• Working conditions - subject to inside environmental conditions; protected from weather conditions but not necessarily temperature changes