It Help Desk Specialist

Position: IT HELP DESK SPECIALIST
Company Values

Uphold a positive work environment that follows Goodwill's Amazing Customer Experience (ACE) culture, Values, and Mission in everything you do and every interaction you have with co-workers, clients, customers and management.

Job Description

The Help Desk Technician will be our first contact for technical support for both on-site and remote users. The technician will provide prompt assistance for all tickets assigned to IT.

Uphold a positive work environment that follows Goodwill's Amazing Customer Experience (ACE) culture, Values, and Mission in everything you do and every interaction you have with co-workers, clients, customers and management.

Essential Duties and Responsibilities

Support onsite and remote users by performing problem analysis for the operator, software, or hardware errors.

Implement, maintain and manage Point of Sale systems and networks.

Author, maintain, and update easy to understand and execute end user documentation.

Document activities and processes.

Manage ticket system and properly escalate appropriate issues.

Support all IT devices including but not limited to cell phones, paging systems, IP cameras, VoIP phones, ESI phones, firewalls, APs, etc.

Maintain inventory for hardware and software by employee and department.

Assist on organization-wide projects that relate to Information Technology.

Participate in on-call rotation.

Perform hardware/software installation, upgrades and maintenance for new and current systems.

Perform other duties as required or assigned.

Perform any other related duties as required or assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education

High School

Experience

12 to 18 months related experience and/or training.

Skills

• Communication Skills
• Mathematical Skills
• Critical Thinking Skills
• Spreadsheet
• Supervisory Experience
• Planning, organizing, and project management skills.
• Decision Making

Additional Information

Must have a valid state driver's license and be insurable by the company's insurance carrier.