Service Desk Technician

Performs a variety of duties, such as computer problem analysis, triage and resolution, creation of access to services and completion of requests for the team members who use computer technology products at Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities., * Sets up, configures, and installs workstations, printers, peripherals and store hardware.

• Provides exceptional technical customer service via telephone/email/web to end-users using industry standard customer service best practices.
• Creates and updates user access and accounts along with completion of other requests for IT services.
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction.
• Provides excellent troubleshooting skills to diagnose, repair, maintain, and upgrade hardware and software.
• Displays superior documentation skills using industry standards ticketing system best practices.
• Utilizes effective troubleshooting skills to diagnose, repair, maintain, and upgrade hardware and software.
• May be required to travel (may include overnight stay) to various GCNA locations to perform duties.
• Participate in a weekly on-call rotation to provide after-hours support, ensuring timely response to critical incidents, system outages, and service disruptions.
• Trains and guides end-users on the use of systems, applications and the network, as appropriate.
• Maintains regular and consistent in-person attendance.
• Models Goodwill Core Values - Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.

Do you have a valid Driver's License license?, Do you have experience in Productivity software support?, Do you have a Associate's degree?, * Associates Degree in IT field preferred, or related work experience preferably in an IT Service Desk/Call Center environment

• Minimum 6 months experience supporting PC software, hardware and peripherals in an office environment as a Service Desk or Help Desk technician; Support of hardware in a Retail environment preferred
• A+ Certification preferred (or willing to obtain during first year of employment with testing assistance provided)
• ITIL v4 Foundations certification preferred (or willing to obtain with 1st year)
• Additional technical certifications from Microsoft or other industry standard certifications are desirable
• Excellent verbal and written communication skills
• Knowledge or administration of any or all of these, preferably: Citrix XenDesktop, Microsoft Dynamics, Okta, SharePoint, SCCM, Office 365 Administration, and macOS desirable
• Expert use and troubleshooting knowledge of business/office software such as Microsoft Office Suite
• Intermediate use and troubleshooting skills of PC hardware and peripherals
• Ability to collaborate and work effectively in partnership with others
• Strong customer service orientation
• Ability to multi task and work in a fast paced environment
• The ability to multi-task and pay close attention to detail
• Valid drivers' license and clean MVR
• Ability to pass a background check and drug screen, where applicable for position
• Ability to speak and read English proficiently
• Ability to obtain or currently retains a Fingerprint Clearance Card

Reasonable Accommodation Statement:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Pulled from the full job description

• Health insurance

• Paid time off

• Vision insurance

• Dental insurance

• Life insurance

• Employee assistance program

• Paid holidays, You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:

• 5 Medical Plans

• Employer Funded Health Reimbursement Account (HRA)

• 3 Dental Plans

• Vision Plan

• 401K

• Employer Paid Life Insurance

• Employee Assistance Program (EAP)

• Paid Time Off; Sick and Vacation

• Paid Holidays

• These are just a few highlights of our key benefit offerings!

Become a valued member of an organization where good work meets community impact. Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an inclusive and welcoming environment for each other. With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged. Join our team and gain opportunities for job growth at Goodwill and beyond.