Technical Support Specialist

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.

Culture Statement

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.

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.

Essential Functions

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

Qualifications

Required

1. Associate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
2. Minimum of 1–2 years of experience in IT support, desktop support, or a similar technical role.
3. Familiarity with Windows operating systems, Microsoft Office Suite, and basic network troubleshooting.
4. Experience with imaging tools and remote desktop support platforms.
5. Basic understanding of access control systems, printers, and point-of-sale hardware.
6. Strong customer service and communication skills, with the ability to explain technical information to non-technical users.
7. Demonstrated ability to prioritize tasks and manage time effectively in a multi-site environment.
8. Ability to work independently and collaboratively as part of a team.
9. Attention to detail and commitment to resolving issues thoroughly.
10. Willingness to travel locally between branch locations and participate in an on-call rotation as needed.

All YMCA team members are expected to maintain a current and active status for all safety, risk, and programming certifications defined by the YMCA of Greater Charlotte.

Preferred

1. Completed A+ certification.
2. Microsoft certifications to include Azure Fundamentals, Microsoft 365 Fundamentals, Microsoft 365 Administrator.
3. Bachelor's degree in Computer Science or Information Technology.
4. Help Desk Institute certification.

Working Conditions

1. Must be able to stand or sit for long periods of time.
2. Ability to walk, stand, kneel, stoop, push.
3. Lift and carry up to 50 pounds.
4. Ability to perform duties inside and outside (environments include humidity, heat, cold, and inclement weather conditions).
5. Ability to maintain continuous operations requiring attention to detail and multi-tasking. Frequently moves or transports computer equipment weighing up to 50 pounds.
6. Regularly travels between YMCA centers for on-site support.
7. Works in both office and center program environments, occasionally in utility or mechanical spaces.
8. May be required to respond to after-hours technical issues or participate in an on-call support rotation.
9. Must be able to work seated at a computer for extended periods.

Competencies

1. Functional Expertise: Executes superior technical skills for the role.
2. Program/Project Management: Ensures program or project goals are met and intended impact occurs.
3. Collaboration: Creates sustainable relationships within the Y and with other organizations in service to the community.
4. Fiscal Management: Manages the Y's resources responsibly and sustains the Y's nonprofit business model.