IT Support Specialist

Job Details

Job Location:

Olive Road - Pensacola, FL 32514. Position Type:
Full Time. Education Level: None. Salary Range: $21.63 - $21.63 Hourly.

Job Shift: Mon-Fri 8am-4:30pm some evenings & Sat. Job Category:
Information Technology.

TITLE:

IT Support Specialist. DATE WRITTEN: 03/2026. DEPARTMENT:
Administration. SUPERVISED BY: IT Manager. SUPERVISES: N/A. STATUS:
Non-Exempt/Full-time. Mission Contribution:
Provides support to Goodwill internal customers and makes sure that Goodwill information technology is in good working order and maintained according to standards set forth in the job description. Function:
To implement and maintain the technology and communications infrastructure.

• Enter all service tickets, times worked and resolution into the helpdesk system.
• Provide monthly report.
• Solve all end user workstation, help desk, repair and troubleshooting issues, using the IT Manager for support.
• Act as liaison between end user and technical escalation team when tickets reach level 2 support.
• Repair workstation PCs, using hardware and software approved by the IT Manager.
• Ensure all operating systems and software versions are approved by the IT Manager.
• Keep an accurate and up to date spreadsheet of each workstation listing user, login, password, serial number, & install date.
• Maintain the user accounts for the computer network.
• Maintain email accounts for all employees.
• Install and configure all new workstations per IT Manager’s specifications Maintain and troubleshoot all communications devices.
• Responsible for set up and maintenance of all audio visual equipment in meeting rooms.
• Provide excellent customer service to all internal customers Acts as a positive role model for employees in all aspects of professional performance.
• Observes safety procedures and personnel policies.
• Regular attendance is required.
• Other duties as assigned.

• Must have strong troubleshooting and critical thinking skills
• Must have the ability to diagnose and resolve basic computer technical issues
• Must be able to interact cordially and productively with a variety of people.
• Must be able to market Goodwill and explain the mission to the general public.
• Must possess good organizational and communication skills.
• Must be able to keep information confidential.
• Must be able to read, write and communicate clearly in English.
• Must be able to maintain an effective working relationship with, and among employees.
• Must be able to work a flexible schedule occasionally including evenings, weekends, and hours in excess of 40 hours a week.
• Ability to function in a hectic work environment with occasional periods of high stress.
• Must possess a valid driver’s license, appropriate insurance coverage and a privately owned reliable means of transportation to travel throughout Goodwill Gulf Coast territory to visit stores and locations on a regular and recurring basis.
• Under special circumstances, incumbent may be required to drive a company vehicle.
• Must be at least 21 years of age.

• High school diploma or equivalent with 3 or more years’ experience in an information technology service desk and customer service environment or college degree in Computer Science or relevant field can substitute for required experience.
• Experience with Point of Sale Systems preferred.
• Experience with IOS and Android mobile devices required.
• Experience with Windows 10/11, O365 Administration.

• Ability to lift and carry objects weighing up to 25 lbs. frequently and 75 lbs. with assistance occasionally.
• Ability to use fingers, hands and wrists, repetitively.
• Ability to engage in bending, stretching, twisting and stooping.

• Adequately lighted and ventilated building.
• Frequent travel throughout Goodwill’s service territory.

• Assures that Customer Service standards are met through positive feedback from managers and employees
• Assures all Goodwill workstations are properly maintained
• Supports Goodwill retail operations including Point-of-Sale devices and all store related operational IT needs