IT Service Desk Analyst

IT SERVICE DESK ANALYST | YMCA ASSOCIATION (ST. PAUL) | FULL-TIME | IN-PERSON | $21.50 - $23.40/hour AT A GLANCE: In-person | Centrally located in St. Paul (Sunrise Banks Building) Free parking $21.50$23.40/hour This is a hands-on IT opportunity for IT professional with a Love technology and a passion for helping others where you can see the impact of your work every day. Youll build and set up workstations and laptops, solve technology challenges, and help YMCA of the North employees across the organization have the tools they need to serve our communities. Full-time (non-exempt) with benefits, career development, free family membership along with other perks! Pay: The salary for this position starts at $21.50 hourly. We take into consideration an individuals background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status. 1. Job Summary: The IT Service Desk Analyst provides responsive, customer-focused technical support to YMCA team members across branch, office, and remote work environments. Serve as a primary point of contact for technology support, diagnosing, prioritizing, documenting, and resolving incidents and service requests related to endpoint devices, software applications, identity and access management, collaboration platforms, network connectivity, and approved artificial intelligence tools. The Analyst is responsible for provisioning and maintaining technology equipment and user access, promoting secure and effective technology practices, maintaining accurate records and asset inventories, and contributing to knowledge management resources. Collaborate with internal technology teams and external partners, escalating complex, high-impact, or security-related issues in accordance with established procedures and service expectations. 2. Essential Functions: Frontline Technical Support (Approx. 60%) Provide responsive support by phone, email, chat, remote-support tools, and in person. Record, prioritize, troubleshoot, resolve, and close incidents and service requests in Jira Service Management or the designated IT service management platform. Maintain accurate documentation, user communications, and status updates. Endpoint Provisioning and Support (Approx. 20%) Configure, deploy, maintain, recover, and securely retire Windows computers, Macs, mobile devices, shared devices, peripherals, and approved applications using established endpoint management and security standards, including Microsoft Intune and Windows Autopilot where applicable. Documentation and Continuous Improvement (Approx. 10%) Create and maintain knowledge-base articles, standard operating procedures, user guides, and self-service resources. Identify recurring issues and contribute to problem management and service improvements. Projects and Operational Support (Approx. 10%) Participate in technology deployments, testing, training, inventory management, and other IT initiatives. Percentage allocations are estimates and may vary based on operational needs.Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, multifactor authentication, Microsoft Copilot, and other approved AI-enabled productivity tools. Promote secure and effective use of technology.Perform identity and access management tasks, including account provisioning, password and authentication support, approved access requests, and onboarding and offboarding activities in accordance with established procedures.Troubleshoot endpoint, printing, audiovisual, wired and wireless network, VPN, member-management, point-of-sale, door-access, and facility-technology issues within service desk scope; escalate issues requiring specialized expertise or elevated access.Identify and promptly escalate suspected phishing, malware, compromised accounts, data exposure incidents, and other security events in accordance with incident-response procedures.Maintain hardware inventory, asset assignments, warranty information, and software-license records. Support equipment lifecycle management and secure disposal processes.Meet established service levels, communicate effectively with users, safeguard confidential information, and comply with cybersecurity, privacy, records-management, and acceptable-use requirements.Provide support aligned with YMCA operating needs, which may include early mornings, evenings, weekends, and limited after-hours support. Non-exempt employees will record all time worked and receive overtime in accordance with applicable policies and laws.Travel up to 20% to YMCA branch locations to provide onsite support, deploy equipment, and complete project work. Reliable transportation is required; approved business travel is reimbursed in accordance with YMCA policy. 3. Relationships: This position reports to the IT Service Desk Manager within the IT and Security function. The incumbent works regularly with YMCA team members and leaders, other IT and Security staff, and approved vendors to deliver responsive, secure, and consistent technology support. 4. Qualifications: Required High school diploma or equivalent. One (1) year of customer service, technical support, help desk, or related experience.Working knowledge of Windows operating systems, Microsoft 365 applications, and common workplace technology tools. Ability to diagnose and resolve common hardware, software, device, account, connectivity, and collaboration-tool issues using a structured troubleshooting approach. Ability to use an IT service management (ITSM) or ticketing system and maintain clear, accurate documentation. Strong customer service, interpersonal, verbal, and written communication skills, including the ability to support individuals with varying levels of technical proficiency. Ability to organize and prioritize multiple requests, follow established procedures, meet service expectations, and escalate issues appropriately. Ability to handle confidential information responsibly and comply with cybersecurity, privacy, and acceptable-use requirements. Ability to meet the position's scheduling, travel, and physical requirements. Ability to successfully complete required background screening in accordance with YMCA policy and applicable law. Commitment to continuous learning, teamwork, inclusion, and delivering respectful, member-focused service. Preferred Associate degree, technical certification, or formal training in information technology, cybersecurity, or a related field. Experience supporting Windows 11, Microsoft 365, Teams, OneDrive, SharePoint, macOS, mobile devices, and shared-use technologies. Experience with Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Active Directory, or similar identity and endpoint management solutions. Experience with Jira Service Management or another IT service management (ITSM) platform, including incident, request, knowledge, problem, and asset management practices. Experience using or supporting Microsoft Copilot or other AI-enabled productivity and service management tools. Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and basic LAN/WAN troubleshooting. Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), HDI Support Center Analyst, or ITIL Foundation.Bi/multilingual. 5. Work Conditions: This role supports YMCA operations across multiple locations. The specific onsite, hybrid, or remote work arrangement and regular support schedule are determined by the leader based on operational and service needs. Ability to perform computer-based work and use standard office, collaboration, and remote-support tools for extended periods, with or without reasonable accommodation. Ability to occasionally move, lift, and carry technology equipment weighing up to 50 pounds, with or without reasonable accommodation. Ability to travel between YMCA locations to provide onsite support, deploy equipment, and support technology initiatives, with or without reasonable accommodation. 6. Additional Notes: This job description represents the major functions and general nature of the position but is not intended to be all-inclusive. Responsibilities may change based on business, technology, security, compliance, or service needs. The incumbent may be assigned related projects or duties by the IT Service Desk Manager or designee to support branch and Association success.