IT Support Technician

• Configure new workstations & rebuild workstations.
• Install Microsoft Windows, business applications, communications software, & system drivers.
• Maintain antivirus & security updates.
• Assist users with applications & with connectivity.
• Create & configure computer accounts, user accounts, mailboxes, & groups.
• Troubleshoot hardware, software, monitors, serial devices, network devices, telephones & printers.
• Assist with physical installation & maintenance of network cabling.
• Assist with installation, setup, & upgrades of software programs.
• Advise users of email, voicemail, & file maintenance best practices.
• Support video surveillance systems & capture recordings as needed.
• Deploy & support the classroom desktops, conference rooms, & virtual learning environments.
• Support the facility access controls, wireless network access, team member kiosks, & time & attendance apps.
• Support the power backup devices, paging, in-store radio, & PA systems.
• Deploy & support the IP phones, auto-attendant recording & call distribution, voicemail access, group roles, & number assignments.
• Maintain records by documenting procedures used.
• Provide required written documentation & recordkeeping.
• Maintain workstation inventory by recording locations & status.
• Determine source of concern by interviewing users on the telephone.
• Answer questions; interpret operating instructions; provide references.
• Determine source of error by reviewing procedures & actions taken by user, instructing user to perform diagnostic procedures.
• Resolve problems by issuing corrective instructions; consulting with co-workers & vendors.
• Maintain technical knowledge by attending educational workshops; reviewing technical publications, establishing personal networks; participating in technical societies.
• Will be required to travel. Must be able to stay overnight on occasion.
• Attend department, organization, & other meetings/training as needed/directed.
• Contribute to team effort by accomplishing related results as needed.
• Work collaboratively with Workforce Development & Social Services to provide participant services.
• Properly wear & maintain all required Personal Protective Equipment (PPE).
• Maintain agency confidentiality. Violation of confidentiality is cause for immediate dismissal.
• Comply with all health, safety, & fire standards & all local, state, & federal regulations (WISHA & OSHA).
• Follow all policies, procedures, & directives of Goodwill Industries assuring safety of personnel or property.
• Other duties may be assigned.

Install & support desktop applications & printers. Install & support workstations & IP telephones on a network. Provide training & resolve concerns using help desk ticketing, remote control software, telephone, & email. Support mailboxes & Teams groups, SharePoint sites, & team member engagement apps. Support access to Microsoft Office 365 apps, Azure apps, & other hosted cloud services. Support local networks & wireless network access. Driving required using company &/or personal vehicle. Must have a valid driver's license, clean driving record, & proof of personal auto insurance. Must pass background & driver record check.

Computer Skills:

Requires experience working in a Microsoft Windows networking environment. Requires an intermediate skill level using Microsoft Office applications. Must be able to quickly learn business applications & communication tools. Must be able to build & repair computer systems. Must be able to install & configure displays, printers, copiers, & scanners. Will demonstrate the ability to create active directory accounts & mailboxes after instruction.