Service Desk Engineer III (Tier 3) will deliver expert troubleshooting for complex IT issues and requests for YMCA staff in Long Beach, CA.

Provide excellent customer service and communicate clearly with both technical and non-technical users and staff.
Follow established support processes and support guidelines.
Deliver Tier 3 support for complex issues involving hardware, software applications, network services, and security-related requests.
Log, diagnose, repair, resolve, and communicate reported problems to the end user, client, or department.
Diagnose and resolve advanced technical issues; escalate requests beyond assigned capability or authority.
Mentor lower-level technical staff to strengthen advanced troubleshooting and independent problem resolution.
Document learned processes and technical solutions in the knowledge base for end users and IT staff.
Maintain complete ticket documentation by accurately recording work performed on requests, issues, and tasks.
Support service-level targets and goals for customer satisfaction, documentation quality, ticket quality, and resolution.
Acquire and maintain technical skills needed to support the YMCA technology environment.
Perform other duties as assigned.

3+ years of experience in an advanced service desk, systems support, or network support role.
Bachelor’s degree in Information Systems, Security, or a related field (preferred).
Nonprofit or YMCA experience (preferred).
Advanced networking and security troubleshooting experience, including:
- DHCP
- DNS
- VLANs
- Spanning tree
- QoS
- High-availability and stacked devices
- Wireless networks
- Firewalls/gateways
- LAN and bandwidth issues
Advanced Microsoft 365 administration and security/compliance experience, including:
- Transport rules
- Environment setup and configuration
- Audit and analysis
- PowerShell queries
Backup and disaster recovery knowledge with the ability to respond to and resolve DR scenarios.
Strong communication and execution skills, including written and verbal communication, analytical problem-solving, project management, vendor escalation, training, and change-management.
Ability to work independently, manage multiple priorities, remain effective under pressure, and maintain a service-oriented approach.
Preferred certifications include: CompTIA A+, CompTIA Network+, Microsoft 365 Certified: Administrator Expert, and ITIL Foundations.
Criminal clearance as required by the YMCA, including fingerprints and background clearance.
Complete required new employee orientation and child abuse prevention training.

Mission Advancement: Accepts and demonstrates the Y’s values; desires to serve others and fulfill community needs; recruits volunteers and builds supportive working relationships; 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; stays 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; transfers learning across situations; embraces new approaches to create a better member experience; establishes goals, clarifies tasks, plans work, and participates in meetings; follows budgeting policies and procedures; reports financial irregularities immediately; strives to meet or exceed goals and deliver a high-value experience.
Personal Growth: Pursues self-development to enhance job performance; openness to change; seeks opportunities in the change process; assesses personal strengths and limitations and how they impact relationships; maintains functional and technical knowledge; uses best practices and stays current with technology skills.

Environmental factors: Primarily indoor office and YMCA facility environments. On-site role; may require after-hours support in response to technology issues or service needs. Noise level usually moderate.
Physical demands: Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Regularly required to use hands to finger, handle, or feel objects, tools, or controls. Frequently required to stoop, bend, kneel, crouch, talk, hear, stand, walk, sit, and reach with hands and arms. Must occasionally lift, push, pull, and/or move up to 30 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision.

Years of experience in an advanced (Tier 3) service desk, systems support, or network support role?
Describe your advanced networking and security troubleshooting experience (DHCP, DNS, VLANs, firewalls/gateways, wireless, high availability).
Describe your Microsoft 365 administration and security/compliance experience, including PowerShell and backup/disaster recovery.
Do you have nonprofit or YMCA experience? If so, briefly describe your role.

Provides expert-level support for complex technology problems and requests for YMCA staff.
Helps YMCA staff stay productive through fast, efficient, and effective resolution of issues.
Mentors lower-level technical staff to increase their ability to handle advanced support independently.

Service Desk Engineer III - Metro

Job Description