IT Support Specialist

POSITION PURPOSE

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

PRIMARY RESPONSIBILITIES

• 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.

SKILLS

• 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 delivers with clarity.  

• Analytical thinker with ability influence and guide processes with appropriate approach and execution. Natural curiosity and desire to learn more; proficiency and interest in applying new technologies and tools.  

• Heightened awareness and understanding of YPO as an organization, team and collection of products and services.   

• Excellent verbal and written communication skills, including proof reading, with a meticulous attention to detail. Adjusts communication style appropriately to the audience.   

• Professional presence, appearance, and stature to interact easily with YPO members, C-level executives and peers at all levels within the organization.   

EXPERIENCE/BACKGROUND

• 2+ years working in a dynamic service desk environment.

• Proficient in Azure/Active Directory and Office 365 administration.

• Extensive experience in application, hardware and network troubleshooting.

• Experience with IT service desk tools such as Service Now and SysAid.

• Strong knowledge of Windows and MAC platforms. 

• Experience with quality control testing on new solutions.

EDUCATION/TRAINING/CERTIFICATION

• A Bachelor’s degree or equivalent hands-on technical experience.

• One or more technical certifications.

PHYSICAL REQUIREMENTS

• Ability to work flexible and/or extended hours as needed to accommodate members and team members in multiple time zones.

• Willingness and ability to travel, domestically and internationally, without restrictions, approximately 5-10% per year.

EOE

YPO is an Equal Opportunity Employer. YPO takes pride in supporting a diverse workforce and demonstrates this through its policies and practices. YPO does not discriminate in recruiting, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability or any other legally protected status.

EOE

YPO is an Equal Opportunity Employer. YPO takes pride in supporting a diverse workforce and demonstrates this through its policies and practices. YPO does not discriminate in recruiting, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status.