Technical Support Representative

ESSENTIAL EXPECTATIONS Customer Service Expectations Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.

ESSENTIAL EXPECTATIONS Diversity, Equity, And Inclusion Expectations Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATION POSITION EXPECTATIONS Position Summary The Technical Support Representative position provides IT support to internal users of computer systems, software, and hardware through troubleshooting, diagnosing, and resolving various issues that may arise. Technical Support Representatives are responsible for communicating and coordinating with vendors as needed. Technical Support Representatives also provide guidance, training, and assistance to users on how to use technology effectively and efficiently.

Responsibilities Follows and upholds the policies and procedures of the organization regarding the use of technology.

Receives and logs user requests made via phone, email, and in person; prioritizes requests by urgency and impact; updates requester and IT team on status of requests; completes and closes requests in a timely manner.

Assists internal team members with IT support as the first point of contact.

Provides new team members with workstation needs and account configuration(s).Troubleshoots and resolves hardware and software issues for the organization (in person and remote).Installs hardware and software programs as needed.

Maintains inventory of supplies needed to resolve hardware issues.

Develops and maintains a strong understanding of the organization’s business operation structure.

Develops and maintains a strong understanding of the products and services utilized throughout the organization.

Maintains, and creates as needed, documentation of procedures within the department.

Creates user guides and provides training to end-users for products used within the organization.

Performs routine maintenance on workstation hardware.

Possesses and executes efficient time management skills.

All other duties as assigned by management.

Assists in any other projects or tasks as determined by management.

Core Competencies Job Knowledge Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols.

Dependability Meets deadlines and works autonomously. Focused, punctual, and maintains consistent attendance. Accountable and can be relied upon during challenging and unexpected situations.

Service Oriented Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results.

Teamwork Works…