IT SUPPORT SPECIALIST

Job Description

Job Description

POSITION OVERVIEW:

Full-time IT professional to provide helpdesk support to agency staff in a very fast-paced environment. Serve as primary point of contact supporting three business lines and full corporate staff. Primarily supporting end users with the installing, testing, and resolving problems with computer hardware, software, and networks, and assisting with projects as needed with both internal resources and external vendors. Takes initiative and has a proactive approach to problem solving.

ESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES:

* Evaluates and resolves user problems with a wide variety of hardware, software, and technology related services. As needed, identifies external resources needed to assist with the resolution of issues.

* Resourceful and quick-thinking natured to troubleshoot, remote and on-site, new, and critical technical issues as they arise. Must take initiate to be pro-active at problem solving.

* Heavy Retail support of Point of Sale Systems and PCI Compliance.

* Has basic knowledge about local area networks (LAN), network domains, DNS, DHCP, and TCI/IP.

* Monitors the operation and availability of hardware, software, and network services to ensure they meet the organization s needs on an ongoing basis.

* Manages, or assists with, configuration and administration of software and systems supported internally or provided by vendor partners, such as corporate POS systems.

* Installs and provides ongoing support for PCs, laptops, printers, and other personal/departmental computing equipment.

* Develop and maintain documentation pertaining to standards, procedures, and techniques for administration, change management, and problem resolution.

* Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, urgency, stakeholders, budget, and time.

* Maintain an accurate inventory list of active and inactive systems.

* Administer, configure, test, modify and deploy company s internal intranet site using Microsoft Sharepoint and Office 365.

* Willing and able to learn new software systems and train end users on proper application.

* Willing and able to travel to remote sites approximately 40% of the time.

* Serve in an after-hours on-call rotation to provide support for critical business systems.

* Perform other technical jobs duties as assigned by the IT management.

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED

* Bachelor s degree in computer related field or any combination of education and experience which would provide the necessary knowledge, skills and abilities to meet the minimum qualifications to perform the essential functions of this position.

* A+ Certification or MCP (Microsoft Certified Professional) preferred.

* Minimum 2 years experience working with hardware configurations such as, but not limited to, Network Servers, Remote desktop help, installation, and configuration of software/hardware.

* Minimum 2 years experience working with/installing/configuring general office machines, laptops, printers, copiers, pc, and etc.

* 2 or more years experience in help desk support

* Excellent communication ability and able to effectively communicate with individuals of various educational and socio-economic backgrounds.

* Read technical journals or manuals and attends vendor seminars to learn about new computer hardware and software.

* Possess a valid Georgia Driver's License and be insurable by company carrier.

* Ability to pass Georgia Department of Motor Vehicle driving record check.

* Able to work a flexible schedule including nights and weekends, as required.

About Us:

Goodwill is an EEO employer and is committed to serving members of the military, Veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise. Our goal is to help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country. Goodwill provides access and opportunities to those with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request an accommodation if you are unable or limited in your ability to use or access our online application system as a result of your disability. Applicants with disabilities may contact Goodwill’s Human Resources Department at View phone number on us.fitly.work for assistance in accessing the on-line application system. Please be sure to include your name, preferred method of contact, and details on your requested accommodation. Goodwill will make every effort to respond to your request promptly.