Field Service Technician

Position Description

Provides prompt, courteous and hands on technical support services. Performs the installation, maintenance, support and repair of all Goodwill of Central and Northern Arizona (GCNA) owned hardware, software and peripherals at all GCNA locations, including stores, career centers, distribution centers and within the Corporate Center as needed.

Essential Duties and Responsibilities

• Assists with maintaining records and technical documentation for essential hardware and software equipment and its associated peripherals.'
• Responsible for providing updates to location of company assets and equipment.
• Minimizes costs through efficient work and travel practices.
• Performs daily updates to open work orders with the latest troubleshooting and status information.
• Interacts with end users to understand problems and difficulties or to establish what their needs may be and determine solutions.
• May be required to be on-call after hours.
• Travels daily to various Goodwill locations to perform duties such as installing, repairing, performing maintenance and providing support of the network, hardware and software used out in the stores, career centers and distribution centers.
• Travel to various GCNA locations to perform duties, which may include overnight stays and extended hours.
• Assists with the setup, management and maintenance of the retail point of sale system and its associated peripherals.
• Assists with providing network, hardware and software trouble shooting and technical support at the Corporate Center, including installations, moves, adds or changes of workstations, printers, peripherals and configuration of networked devices.
• Collaborates with other team members in IT, in order to improve the support provided.
• Maintains regular and consistent in-person attendance.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.

Minimum Qualifications (Education, Experience, Skills)

• High School Diploma, GED, or 2-4 years' equivalent work experience as an IT Technician.
• 2-4 years of experience in troubleshooting and supporting PC software, hardware, peripherals and networks in a business environment.
• A+ Certification preferred or willing to obtain during first year of employment.
• Information Technology Infrastructure Library (ITIL) Foundations certification preferred or willing to obtain during first year of employment.
• Intermediate use and troubleshooting skills of PC hardware and peripherals.
• Ability to collaborate and work effectively in partnership with others.
• Ability to use basic power tools such as a drill for equipment installation.
• Familiarity with telco line repair and experience utilizing butt sets preferred.
• Strong customer service orientation.
• Ability to multi task and work in a fast paced environment.
• Valid drivers' license and clean MVR.
• Ability to speak and read English proficiently.
• Ability to pass a background check and drug screen, where applicable for position.
• 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.