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# IT Support Specialist - Decatur

- **Company:** Goodwill Industries, Inc.
- **Location:** Hershey, PA, United States
- **Salary:** $65,000.0 - $75,000.0
- **Contract:** Permanent contract
- **Skills:** Spyware, Apple Mac Systems, Microsoft Office, Computer Equipment, Information Technology, Workday
- **Published:** June 11, 2026
- **Apply:** https://www.careerjet.com/jobad/us2e4b342e2a1bc0d5cf728420f6c977c3

## About the Role

* High School Diploma or GED required; Bachelor's Degree in Computer Science preferred
 * Minimum one (1) year of experience of PC hardware and software troubleshooting

 * A+ certification a plus

 * Knowledge and experience in MS Office 365 installation and troubleshooting

 * Knowledge of Operating Systems including Windows 10/11 & MacOS

 * Knowledgeable of phone support skills for troubleshooting remote issues

 * Knowledge and experience in PC hardware installation and troubleshooting

 * Knowledge of troubleshooting client-side issues such as virus and spyware/malware

Working Environment Conditions/Requirements:
· The ability to push, pull, lift, up to 50lbs. with or without accommodations
· Must be able to stand and or walk for extended periods of time
· The ability to bend, reach and grasp throughout the workday
· Must be able to work flexible hours to provide support for end user, locations, project implementations and location set ups as required
· Must be able to travel to or required to travel to various agency locations to perform support duties as needed

## Description

* Provide technical support via phone, emails, and remote tools and onsite visits as necessary to end-users
 * Responsible for the setup, configuration and installation of workstations, printers, peripherals and store hardware
 * Responsible for accurate documentation, ticketing, and tracking of inbound technical support calls and providing accurate and professional resolution on all supported issues in a timely manner
 * Responsible for timely monitoring of IT Help Desk
 * Actively work and triage incoming help and support requests from end users via both telephone and helpdesk tickets in a courteous manner
 * Prioritize and schedule support tickets based on severity and service level agreement (SLA); Escalate problems as needed or when required
 * Record, track, and document the helpdesk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
 * Utilize required diagnostic utilities to aid in troubleshooting as needed
 * Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
 * Identify and learn appropriate software and hardware used and supported by the organization
 * Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware, configuring systems and applications
 * Develop help sheets and knowledge base articles for end users
 * Provide after hours support as assigned and in accordance with after-hours support procedures
 * Other duties as assigned


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