Information Technology Support Specialist

YPO is a global leadership community of over 35,000 chief executives from more than 140 countries. YPO brings together extraordinary leaders who are committed to becoming better leaders and better people. The organization provides a platform for the leaders to connect, learn, and grow through shared experiences, rich learning programs, and meaningful relationships. Members benefit from a supportive community that fosters personal, business, family and community growth.

Supporting these members is a world-class management team of more than 450 associates, spanning over 25 countries. Our organization is based in Dallas, Texas, with many associates working virtually and outside of the United States. Together, our team of global associates works to create a truly Only-in-YPO experience for our members.

This is a primarily in-office position with the expectation that Monday, Wednesday, and Friday will be in the YPO office in Irving, TX. The hours of work will be 8:00-5:00pm CT.

The IT Support Specialist is responsible for analyzing, troubleshooting and resolving support requests for all company supported hardware, services and applications.

• Courteously and expeditiously respond to all helpdesk incidents and support requests.
• Log, categorize, prioritize and provide solutions to all requests within the service desk.
• Maintain thorough knowledge of YPO applications and systems to quickly resolve issues.
• Investigate network operations alerts and respond as necessary.
• Provide technical assistance to associates and contractors by diagnosing, researching and troubleshooting technology related issues.
• Escalate recurring and wide-spread issues to the IT Operations Manager.
• Participate in the selection of hardware standardizations and application deployments.
• Participate in the creation of technical training content and delivery as needed.
• Organize and track IT supplies and assets.
• Install, configure, troubleshoot and maintain computer systems and cloud services.
• Create and maintain knowledgebase files for user self-troubleshooting.
• Perform new hire onboarding and terminations as requested and approved based on defined procedures ensuring a pleasant experience for all involved.
• Evaluate compatibility of proposed solutions with existing hardware and services.
• Analyze vendor-supplied solutions to ensure they meet user objectives.
• Collaborate and provide support to 2nd level support.
• Provide onsite and remote support for YPO events as needed.
• After hours support and projects assigned by management as required.
• Maintain professional and technical knowledge by attending workshops, reviewing professional publications and establishing personal networks.

• Ability to work collaboratively in a multi-cultural organization with international members, helping them achieve excellence in voluntary roles for YPO initiatives.
• Excellent interpersonal skills, including strong diplomacy skills with the ability to build meaningful relationships with all levels of associates, members and vendors. Adaptable, insightful, empathetic and reliable. Great sense of humor and humility.
• Able to maintain discretion and integrity of confidential information.
• Resourceful and able to work independently with initiative and common sense. Effective time management, organization and prioritization skills with the ability to focus on varied projects simultaneously.
• Possesses a distinct global mindset, sensitive to local and international customs and protocols.
• Demonstrate empathy through active listening and asking the right questions to find the source of an issue.
• Able to identify problems, research alternatives, provide solutions and/or resolve issues in a timely manner. Anticipates member/internal client needs and…