Job ID

27701683

Location

SAGINAW, MI 486031291

Other Location

Description

Mission:

YFU advances intercultural understanding, life-long learning, global competencies, mutual respect, and social responsibility through transformational educational exchanges for generations of youth, families, and communities, supported by dedicated volunteers and professional staff.
Participants’ experience abroad gives them leadership competencies necessary to meet the challenges and benefit from the opportunities of a fast-changing global community.

Purpose of Position:

This position serves as the central point of contact for all IT issues (computer issues, bugs in software, etc.). The help desk manager is responsible for prioritization and response to all issues (tickets) based on a known set of issues and their corresponding responses. Any issues outside of this are to be discussed with their supervisor.

Core Competencies:

• Leadership Ability-Successfully lead, motivate, delegate, empower and engage people.
• Higher Order Thinking Skills - Ability to remember, understand, apply, analyze, evaluate and create solutions while managing projects and cases.
• Accountability/Locus of Control - Responsibility for one’s own success or failure.
• Teamwork and Collaboration-Able to work independently as well as collaborate with teams.
• Emotional Stability/Adaptability – Ability to function effectively even when faced with rejection or stressful situations. Sees each failure as one step closer to success. Learns from failures and doesn’t take it personally.
• Emotional Intelligence – Ability to empathize and understand the emotions and motivations that underlie human behavior, i.e., ‘reading people’ well.
• Organization/Time Management - Effective prioritization.
• General Cognitive Ability – Ability to interpret information quickly and accurately
• Communication (oral and written) - Ability to articulate well and be easily understood.

Essential Functions

Marginal Functions:
Qualifications and Knowledge:

• Prior experience supporting staff within an IT help desk environment

• Demonstrated knowledge in Windows, Google Chrome and Firefox required
• Experience with Zendesk(ticket tracking software) and Apache Directory Studio is a plus
• Previous object oriented and/or database programming experience a plus
• Excellent written, phone, instructional, and oral communication skills;
• User problem prioritization experience
• Ability to project a professional, courteous and helpful demeanor as well as using tact and diplomacy in supporting users; ability to manage user frustration
• Experience in identifying when and where issues need to be delegated and follow-up occur
• Previous experience and ability to learn new computer systems and tools
• Positive inter-personal skills working with different levels in the organization
• Must be dependable; reliable; flexible; possess good follow-through ability; accuracy and attention to detail
• Work in a team environment to help establish and fulfill department goals and deadlines
• Manage other seasonal Help Desk team members in terms of training and oversight, when requested.
• Adhere to requirements of non-exempt status, requesting and receiving approval of supervisor to work beyond normal business operation hours.
• Ability to learn about and commit to YFU’s mission and goals.

Physical Requirements:

Listed below are those activities that are applicable to this position. These activities serve as a major part of the job.

• Balancing; stooping; kneeling; crouching; crawling; reaching; standing; walking; pushing; pulling; lifting; grasping; fingering; talking; hearing, and repetitive motions.
• Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently; and/or up to 10 pounds of force constantly to move objects. Classified as Medium Work.
• Visual Acuity - Minimum #1 Machine Operator for inspection, close assembly; preparing data
• Working conditions - subject to inside environmental conditions; protected from weather conditions but not necessarily temperature changes

Equipment Used:
Computer, keyboard, calculator, telephone, printer, computer software.

This job description will be reviewed periodically as functions and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.