IT Support Specialist

Mission Contribution: IT Support Specialists are the primary direct-contact user support position in the IT Department. Their work to support computer users, hardware, software, and systems enables all Goodwill of the Valleys employees to achieve their potential through the use of enterprise IT systems.

Summary: The IT Support Specialist ensures proper computer and system operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Essential Functions:

1. Respond promptly to help requests from end users via phone and email, ensuring courteous and professional communication.
2. Travel to various work locations as needed to provide on-site support and complete assigned tasks.
3. Document detailed end-user information, including name, department, contact details, and a clear description of the issue.
4. Build rapport with help desk customers and gather detailed information to understand and address their concerns.
5. Prioritize and schedule support requests based on urgency and impact, escalating issues to the appropriate personnel when necessary.
6. Utilize diagnostic tools and utilities to troubleshoot and resolve technical issues efficiently.
7. Access online resources, including software updates, drivers, knowledge bases, and FAQs, to assist in resolving user problems.
8. Perform hands-on technical support, including installing and upgrading software, setting up hardware, configuring systems and applications, and implementing file backups.
9. Configure and set up new computers with approved software and hardware.
10. Test proposed solutions thoroughly to confirm that issues have been resolved effectively.
11. Follow up with end users after resolution to ensure satisfaction and address any lingering concerns.
12. Gain and maintain proficiency with the software and hardware used and supported by the organization.
13. Create and maintain user resources, including help sheets and FAQs, to assist with common issues.
14. Record, track, and document the entire problem-solving process for each request, including successful and unsuccessful resolutions, until the issue is resolved.
15. Manage the inventory and tracking of technology equipment to ensure accurate asset management.
16. Conduct regular preventative maintenance on workstations, printers, and peripherals to ensure optimal performance.
17. Accomplishes all tasks as appropriately assigned or requested for successful completion of the mission of Goodwill Industries of the Valleys.
18. Attends in-service and related training as assigned.
19. Performs other duties as assigned by Management.
20. Adheres to all Goodwill personnel policies and procedures.
    
    

Minimum Qualifications:

• Proficient technical skills with a strong understanding of operating systems, software applications, and hardware components.
• Familiarity with remote support tools and ticketing systems for effective troubleshooting and issue resolution.
• Excellent analytical and problem-solving abilities, with a focus on diagnosing and resolving technical issues efficiently.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
• A customer-focused approach with a commitment to providing exceptional service and support.
  
  

Required Certificates, Licenses, Registrations, Experience:

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
• IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent certifications are a plus.
• Must be able to successfully complete any assigned Goodwill training within the required period of time upon employment.

Special Requirements:

• Personal vehicle usage is required for this position, including a reliable vehicle, a valid driver's license, and the ability to provide proof of insurance for driving on company business.
• An acceptable motor vehicle record, based on Goodwill guidelines, is required for driving a personal or company vehicle.
• Must provide a cell phone for specified work responsibilities, including the use of a phone-based application for authentication.
• A high-speed, reliable broadband internet connection is required for job functions.
• Must successfully complete a state background investigation and drug screen.
  
  

Physical Requirements:

The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch, or crawl; talk or hear.
• Able to lift, push, pull, carry, or otherwise move up to forty (40) pounds regularly without support. For weight over forty (40) pounds, request additional team member assistance as needed.

Work Environment:

• Hybrid and/or office environment.
• Must be able to travel to multiple locations as needed, including overnight stays if required.
• May be required to work after hours, weekends, and holidays to meet operational demands.
• Participation in an on-call rotation is required to provide evening and weekend support.
• While performing the duties of this job, the employee may occasionally be exposed to varying temperatures, such as heat or cold, and adverse weather conditions when traveling or working in non-office environments.
• The noise level in the work environment is generally moderate but may occasionally increase depending on the location.