Technical Support Specialist

• Job Category Information Technology, Full Time, Association Office
• Employee Type Non-Exempt FT

The Technical Support Specialist provides frontline technical assistance and support for hardware, software, and network-related issues across YMCA centers. This role is responsible for responding to service requests, performing installations, troubleshooting basic IT issues, and maintaining technology inventory, ensuring high-quality, timely support that aligns with the organization's operational needs. This position reports to the Vice President of Information Technology.

The culture of the Y is rooted in our Christian mission and core principles. We strive every day to collectively embody our purpose to love, serve and transform lives. Every day we show up to Lead with Love and Serve with Purpose
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We Love unconditionally – showing genuine care and concern for everyone, making each interaction meaningful and personal and ensuring every person feels valued, seen and welcomed. We elevate Hope – promoting optimism by offering encouragement and practical solutions to challenges. We act with Care & Compassion – listening attentively without judgment, responding with empathy, and creating a sense of belonging by uplifting and supporting those around us.

We demonstrate Generosity – sharing our time, skills, and resources freely and with joy.

We walk in Grace – showing patience and kindness, even in difficult moments. We ignite Faith – staying grounded in our mission, principles and purpose, inspiring others to trust in what is possible. Demonstrating consistency in our actions, helping others see how their efforts align with a greater purpose. We treasure Honesty – communicating openly and truthfully, admitting mistakes when they occur, and honoring commitments.

We honor Humility – leading with a servant's heart by prioritizing the needs of others above our own.

We live with Joy – celebrating small and big wins alike, inspiring connection and shared joy. We offer Respect – addressing everyone by name and honoring diverse perspectives and backgrounds. We value Responsibility – performing every task timely with diligence and excellence and holding ourselves accountable by openly evaluating our performance. We engage in Service – going above and beyond in serving others by anticipating needs and delivering exceptional experiences.

• Responds to help desk tickets, resolving user issues related to hardware, software, and network connectivity in a professional and timely manner.
• Installs and supports end-user devices and peripherals including desktops, laptops, monitors, printers, scanners, and point-of-sale devices.
• Rotates through assigned YMCA centers to provide on-site support based on a service schedule.
• Assists in setting up wireless access points, phones, time clocks, and access control systems.
• Uses remote support tools to troubleshoot and resolve issues when onsite support is not required.
• Provides basic training and support to users on system usage, new technologies, and proper equipment handling.
• Performs system imaging, software installations, and updates according to established procedures.
• Maintains accurate records of inventory for all technology hardware, software, and peripherals.
• Escalates complex technical issues to senior staff or vendors when necessary.
• Adheres to IT policies and ensures compliance with confidentiality and security protocols.
• Performs other duties and tasks as assigned by leadership.

Required

• Associate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Minimum of 1–2 years of experience in IT support, desktop support, or a similar technical role.
• Familiarity with Windows operating systems, Microsoft Office Suite, and basic network troubleshooting.
• Experience with imaging tools and remote desktop support platforms.
• Basic understanding of access control systems, printers, and point-of-sale hardware.
• Strong customer service and communication skills, with the ability to explain technical information to non-technical users.
• Demonstrated ability to prioritize tasks and manage time effectively in a…