IT Support Specialist

• 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., * 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

• 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.

Physical Requirements:

• 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.

Working Conditions:

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