IT Systems & Knowledge Specialist

Description

SUMMARY OF POSITION:

The IT Systems & Knowledge Specialist delivers technical support and operational systems assistance by troubleshooting hardware, software, endpoint, and network-related issues while helping maintain reliable, secure, and well-documented technology services across the organization. This role ensures that computer systems, applications, and IT services operate efficiently so employees can perform their work without interruption. This role helps implement systems and processes for service requests, user device support, installs and configures systems, and build a knowledge base to support activities while delivering professional customer service.

PURPOSE OF POSITION:

The purpose of this position is to strengthen and mature IT support operations through the implementation of standardized processes, systems, documentation, and end-user technology practices. While the role provides direct technical support when needed, its primary focus is improving service delivery, reducing operational friction, enhancing knowledge sharing, and supporting stable, secure, and well-managed technology environments across the organization.

ESSENTIAL FUNCTIONS:

• Supports end-user technology operations by managing and resolving technical support requests across multiple service channels while contributing to standardized support practices, documentation, and continuous improvement of IT service delivery
• Diagnoses and resolves hardware, software, operating system, and basic network connectivity issues to minimize disruption to business operations.
• Supports the standardized deployment, configuration, maintenance, and operational readiness of desktop systems, laptops, printers, and peripheral equipment across the organization.
• Manages workstation deployment and provisioning processes, including operating system configuration, application installation, updates, and adherence to organizational technology and security standards.
• Manage user accounts and access permissions using Active Directory or similar directory services.
• Develops and maintains clear, accurate documentation for end-user support, system processes, troubleshooting procedures, and knowledge base resources while ensuring service requests, resolutions, and operational support activities are properly documented within the help desk system to support training, continuity, and organizational knowledge sharing.
• Maintains accurate records of IT assets, including computers, monitors, and other equipment.
• Identifies recurring technical issues and operational support gaps, helping address them through process improvement, documentation, training, system maintenance, and standardized support practices while independently resolving moderately complex issues and escalating advanced or specialized matters to senior IT staff as appropriate.
• Provides one-on-one and group training, guidance, and user support on organizational systems, supported technologies, IT policies, and technology best practices to improve user adoption, operational consistency, and overall support effectiveness.

YMCA LEADERSHIP COMPETENCIES:

Even in a technical support role, leadership competencies are important for fostering collaboration, accountability, and high-quality service delivery. The following competencies support effective performance and professional growth in the IT Systems Support & 

Documentation Specialist position:

Customer Service Orientation Demonstrates a strong commitment to providing timely, respectful, and effective support to end users. Maintains a professional attitude when assisting individuals with varying levels of technical knowledge and ensures that issues are resolved with minimal disruption to operations.

Communication Clearly communicates technical information in a manner that is understandable to non-technical users. Actively listens to user concerns, asks appropriate questions, and documents information accurately within help desk systems.

Problem Solving and Critical Thinking Analyzes technical issues, identifies root causes, and develops effective solutions. Uses logical troubleshooting methods and available resources to resolve problems efficiently while minimizing system downtime.

Accountability and Reliability Takes ownership of assigned tasks and support requests, follows through to completion, and maintains accurate records of service activities. Demonstrates dependability and commitment to maintaining high service standards.

Collaboration and Teamwork Works cooperatively with other IT staff and departments to resolve complex technical issues and support organizational technology needs. Sharing knowledge assists colleagues when needed and contributes to a positive team environment.

Adaptability and Continuous Learning Demonstrates a willingness to learn new technologies, tools, and processes. Adapts to changing technology environments, organizational priorities, and evolving support needs.

Organization and Time Management Effectively prioritizes multiple support requests, manages workload within service expectations, and maintains organized documentation of systems, assets, and support activities.

QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2+ years of experience in IT support, endpoint management, or technical operations support, including experience troubleshooting end-user systems and working within documented support processes
• Strong knowledge of Windows operating systems, Microsoft 365 applications, and documentation platforms such as SharePoint, Confluence, or similar knowledge management systems.
• Experience supporting and troubleshooting end-user devices within Windows-based business environments; experience supporting Apple devices is a plus.
• Working knowledge of Active Directory, endpoint management tools, ticketing systems, and remote support platforms.
• Understanding of core networking concepts including TCP/IP, DNS, DHCP, wireless connectivity, and VPN support.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to independently resolve moderately complex technical issues.
• Ability to create clear, accurate, and user-friendly technical documentation and training materials.
• Strong communication and interpersonal skills with the ability to effectively support both technical and non-technical users.
• Ability to prioritize workload, manage multiple support requests, and operate effectively in a fast-paced environment.
• Demonstrated ability to follow and improve standardized support processes and operational documentation.
• Must successfully complete a technical interview and skills assessment.
• Industry certifications such as CompTIA A+, Network+, or Microsoft certifications.
• Experience with endpoint management tools (PDQ, SimpleMDM, Meraki, Intune, SCCM, or similar).
• Knowledge of cybersecurity practices and endpoint protection solutions.

WORK SCHEDULE:

This position requires on-site work Monday through Friday from 8:00 a.m. to 5:00 p.m. Occasional evening or weekend hours may be required to support scheduled operational or project-based initiatives, including but not limited to Summer Camp rollouts and device deployment projects. This role is not eligible for remote work.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This section includes any unique working conditions as well as physical demands, which will vary based on the position and may be performed with or without reasonable accommodation. In light of the Americans with Disabilities Act (ADA) and the inclusive nature of the Y, it is crucial that the physical and mental dimensions of each job be accurately and clearly identified and not overstated.

Depending on the job, examples of possible items to consider include:

1. Ability to walk, stand, and sit (including on the floor) for long periods of time.
2. Exposure to communicable diseases and bodily fluids.
3. Must be able to lift and/or assist children up to 50 pounds in weight.
4. Must be able to lift and carry food and supplies weighing up to 20 pounds.
5. Ability to stand or sit while maintaining alertness for several hours at a time.
6. Position may require bending, leaning, kneeling, and walking.
7. Ability to speak concisely and effectively communicate.
8. Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency
9. Ability to view/enter data for long periods of time.