Service Desk Engineer III - Metro

Pay: $27.07 - 39.23

Hours: Full Time, non-exempt, on-site

The Service Desk Engineer III provides expert-level support for complex technology problems and requests. By providing fast, efficient, and effective resolution, this position helps YMCA staff remain productive and receive maximum value from technology investments. The position also mentors lower-level technical staff to increase their ability to independently handle advanced support.

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world.

We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

• Provide excellent customer service and communicate clearly with technical and non-technical users and staff.
• Follow established support processes and guidelines.
• Provide Tier 3 support for complex hardware, software application, network, and security-related problems and requests.
• Log, diagnose, repair, resolve, and communicate reported problems to the end user, client, or department.
• Diagnose and resolve advanced technical issues and elevate requests that are beyond assigned capability or authority.
• Mentor lower-level technical staff to strengthen advanced troubleshooting and independent problem resolution.
• Document learned processes and technical solutions within the knowledge base for end users and IT staff.
• Accurately record work performed on requests, issues, and tasks and maintain complete ticket documentation.
• Support achievement of service-level, customer satisfaction, documentation, ticket quality, and resolution goals.
• Acquire and maintain technical skills necessary to support the YMCA technology environment.
• Perform other duties as assigned.

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

• Three or more years of experience in a similar advanced service desk, systems…