Technology Support Specialist Help Desk & Training

Position: Technology Support Specialist - Help Desk & Training

Department: Information Technology

Reports to: IT Help Desk Manager

Status: Non-Exempt

Goodwill Keystone Area is committed to creating a culture of belonging where all people feel respected and valued. This is because we celebrate the diversity of thought, the richness of the human experience and the desire to reflect the communities we serve.

Summary

Provides technical support to all of the Organization's end-users in the area of Goodwill Keystone Area network. Provides excellent workstation support, customer service and training to all Goodwill Keystone Area employees at all times.

Duties and Responsibilities

• Provides excellent support for workstations including troubleshooting problems, upgrades, software and hardware maintenance and security. Assists in supporting firewalls, routers, hubs and telecommunication equipment at all locations. Assists with IT help-desk to support end users.
• Assists in the maintenance of network performance by performing network monitoring and analysis including troubleshooting of network problems. Reports escalating problems to IT Help Desk Manager.
• Provides support to users at all Goodwill Keystone Area locations. Diagnoses issues and provides step-by-step instructions to end users to resolve issues. Assists with maintaining a help-desk system and works with IT Help Desk Manager to identify trends and works to establish long-term solutions along with identifying needed training areas. Works with IT Help Desk Manager on connectivity issues and system outages.
• Assists with preparing computer equipment for deployment to store locations. Assists with testing equipment prior to openings and goes on-site if needed to ensure computer system operations and resolves issues with functionality.
• Travels regularly to Goodwill Keystone Area sites to complete both site audits for compliance requirements and training events for Goodwill Keystone Area employees.
• Assists in continually updating the IT System Manuals and Training Manuals to ensure that information is current. Communicates changes in a timely manner. Creates additional "Tips" emails for users.
• Provides technical computer training to new users as well as providing re-training as required or necessary. Identifies and establishes training needs with supervisor and proactively initiates participation in appropriate training opportunities.
• Technology Support Specialist - Help Desk & Training - continued
• Maintains the IT system user identification database and updates on a scheduled basis to ensure terminations and new hires are updated in the system. Ensures the security of the system. Assists end-users with user ID issues.
• Works with Loss Prevention to setup new computers for IP based camera systems. Supports the Loss Prevention team in troubleshooting computers for IP based camera systems.
• Assists with daily monitoring for compliance with HIPAA, PCI and Hi-Tech compliance.
• Conducts user surveys to ensure ongoing and excellent customer service to all users.
• Identifies and establishes IT training needs with supervisor and proactively initiates participation in appropriate training opportunities. Maintains personal/professional networks, reads professional publications and participates in educational opportunities to maintain level of knowledge.
• Promotes an environment of workplace safety. Assures that duties are performed in a safe manner and safety requirements are adhered to.
• Communicates progress, problems, and concerns to the IT Help Desk Manager.
• #INDGHP

Education and Experience

• Bachelor's Degree in Networks/Communications/Computer Information Systems (preferred) or relevant field; or Associates Degree in Networks/Communications/Computer Information Systems (preferred) with two (2) years' experience in the relevant field; or HSD/GED and four (4) years' relevant experience which enables the individual to meet the standards and expectations of the position.
• Prior experience with end user computer training including hands-on preferred.
• Prior experience with IP based camera systems a plus.
• Prior experience troubleshooting and providing hardware and desktop support to end-users.

Skills/Abilities/Qualifications

• Must demonstrate excellent knowledge of networking.
• Must demonstrate excellent working knowledge of computer hardware and software applications.
• Must demonstrate above average interpersonal skills and ability to work across the organization and levels of employees.
• Must possess excellent verbal and written communication skills.
• Prior experience troubleshooting and providing hardware and desktop support to end-users.
• Must be detail oriented and have the ability to multitask.
• Must be able to work flexible day/evening weekend hours and be on-call as needed.
• Must possess a valid driver's license and reliable vehicle or reliable transportation.
• Ability to travel Goodwill Keystone Area territory.
• Must have a cell phone.

Physical Requirements

• Must demonstrate excellent knowledge of networking.

Goodwill Keystone Area is an Equal Opportunity Employer and is committed to complying with all federal, state, and local laws that prohibit discrimination in employment. We provide equal employment opportunities to all qualified individuals without regard to disability or status as a protected veteran.