Service Desk Technician

Starting Pay:

Position Description:

Performs a variety of duties, such as computer problem analysis, triage and resolution, creation of access to services and completion of requests for the team members who use computer technology products at Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities.

Essential Duties and Responsibilities:

• Sets up, configures, and installs workstations, printers, peripherals and store hardware.
• Provides exceptional technical customer service via telephone/email/web to end-users using industry standard customer service best practices.
• Creates and updates user access and accounts along with completion of other requests for IT services.
• Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction.
• Provides excellent troubleshooting skills to diagnose, repair, maintain, and upgrade hardware and software.
• Displays superior documentation skills using industry standards ticketing system best practices.
• Utilizes effective troubleshooting skills to diagnose, repair, maintain, and upgrade hardware and software.
• May be required to travel (may include overnight stay) to various GCNA locations to perform duties.
• Participate in a weekly on-call rotation to provide after-hours support, ensuring timely response to critical incidents, system outages, and service disruptions.
• Trains and guides end-users on the use of systems, applications and the network, as appropriate.
• 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):

• Associates Degree in IT field preferred, or related work experience preferably in an IT Service Desk/Call Center environment
• Minimum 6 months experience supporting PC software, hardware and peripherals in an office environment as a Service Desk or Help Desk technician; Support of hardware in a Retail environment preferred
• A+ Certification preferred (or willing to obtain during first year of employment with testing assistance provided)
• ITIL v4 Foundations certification preferred (or willing to obtain with 1st year)
• Additional technical certifications from Microsoft or other industry standard certifications are desirable
• Excellent verbal and written communication skills
• Knowledge or administration of any or all of these, preferably: Citrix XenDesktop, Microsoft Dynamics, Okta, SharePoint, SCCM, Office 365 Administration, and macOS desirable
• Expert use and troubleshooting knowledge of business/office software such as Microsoft Office Suite
• Intermediate use and troubleshooting skills of PC hardware and peripherals
• Ability to collaborate and work effectively in partnership with others
• Strong customer service orientation
• Ability to multi task and work in a fast paced environment
• The ability to multi-task and pay close attention to detail
• Valid drivers' license and clean MVR
• Ability to pass a background check and drug screen, where applicable for position
• Ability to speak and read English proficiently
• 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.

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays
• These are just a few highlights of our key benefit offerings!

Become a valued member of an organization where good work meets community impact. Our mission is: Empowering Individuals, Strengthening Families, and Building Stronger Communities. Goodwill provides no-cost career development, training, and education services to help individuals build a better life for themselves and their families. Our core values are Trust, Collaboration, Engagement, Ownership, and Innovation. Everything we accomplish as a team is centered around these core values. Together, we create an inclusive and welcoming environment for each other. With stores conveniently located near you, you can work for a company where team strength and success are valued and encouraged. Join our team and gain opportunities for job growth at Goodwill and beyond.

Goodwill of Central and Northern Arizona is an equal opportunity employer. Qualified individuals seeking employment are considered without regard to race (including traits associated with race, e.g., hairstyles), color, religion, sex (including pregnancy and related conditions, sexual orientation, or gender identity), national origin, disability, military status, age, genetic information, or any other category protected by applicable federal, state and local fair employment practice laws.

Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. Please contact Goodwill of Central and Northern Arizona at 1-833-624-0920 option 6 or leaves@goodwillaz.org if you need assistance or an accommodation due to a disability as defined by the Americans with Disabilities Act.

For questions about your application or employment with Goodwill of Central and Northern Arizona, please contact our Candidate Support Line at 1-833-624-0920, option 5.

PHISHING SCAM WARNING: Goodwill of Central and Northern Arizona/Goodwill Industries of Monocacy Valley, Inc. ("GCNA/GIMV") are among several companies recently made aware of a phishing scam involving con artists posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making artificial job offers in order to collect personal and financial information from unsuspecting individuals. Please note that GCNA/GIMV only use company email addresses, which contain "@goodwillaz.org" or @gimv.org", to communicate with candidates via email. The company also uses secure tools on our website to receive data from applicants and would never ask them to submit their personal banking information to apply for an open job. If you are contacted by someone about an open job at GCNA/GIMV, please verify the domain of the sender's email address and that they are asking you to apply on this website. If you believe you have been a victim of a phishing scam, please visit the Department of Homeland Security's Cyber Smart website (https://www.cisa.gov/be-cyber-smart/campaign) to learn how to report it.