GOODWILL GULF COAST

JOB DESCRIPTION

TITLE:                      IT Support Specialist                                        DATE WRITTEN:   08/2022

DEPARTMENT:        Administration                                                 SUPERVISED BY:  IT Support Specialist Lead

SUPERVISES:             N/A                                                                  STATUS:                  Non-Exempt

Mission Contribution: Provides support to Goodwill internal customers and makes sure that Goodwill information technology is in good working order and maintained according to standards set forth in the job description.

Function: To implement and maintain the technology and communications infrastructure.

Essential Functions:

1. Enter all service tickets, times worked and resolution into the helpdesk system.  Provide monthly report.
2. Solve all end user workstation, help desk, repair and troubleshooting issues, using the Network Administrator for support.
3. Act as liaison between end user and technical escalation team when tickets reach level 2 support.
4. Repair workstation PCs, using hardware and software approved by the IT Manager.
5. Ensure all operating systems and software versions are approved by the IT Manager.       
6. Keep an accurate and up to date spreadsheet of each workstation listing user, login, password, serial number, & install date.
7. Maintain the user accounts for the computer network.
8. Maintain email accounts for all employees.
9. Install and configure all new workstations per IT Manager’s specifications
10. Maintain and troubleshoot all communications devices.
11. Responsible for set up and maintenance of all audio visual equipment in meeting rooms.
12. Provide excellent customer service to all internal customers
13. Acts as a positive role model for employees in all aspects of professional performance.
14. Observes safety procedures and personnel policies.
15. Regular attendance is required.
16. Other duties as assigned.          

1. Must have strong troubleshooting and critical thinking skills
2. Must have the ability to diagnose and resolve basic computer technical issues
3. Must be able to interact cordially and productively with a variety of people.                             
4. Must be able to market Goodwill and explain the mission to the general public.               

5.   Must possess good organizational and communication skills.

6.   Must be able to keep information confidential.

7.   Must be able to read, write and communicate clearly in English.

8.   Must be able to maintain an effective working relationship with, and among employees.

9.   Must be able to work a flexible schedule, occasionally including nights and weekends and hours in excess of 40 per week.

     10.   Ability to function in a hectic work environment with occasional periods of high stress.

     11.   Must possess a valid driver’s license, appropriate insurance coverage and a privately owned reliable means of transportation to travel throughout Goodwill Gulf Coast territory to visit stores and locations on a regular and recurring basis. Under special circumstances, incumbent may be required to drive a company vehicle.

12.   Must be at least 21 years of age.

Experience and Education Requirements:

• High school diploma with 3 or more years’ experience in an information technology service desk and customer service environment or college degree in Computer Science or relevant field can substitute for required experience.
•  Experience in terminal services, Microsoft Exchange, & Office (Word, Excel, Outlook and Power Point) and workstation operating systems preferred.
• Experience with IOS and Android mobile devices required.  

Physical Requirements:

• Ability to lift and carry objects weighing up to 25 lbs. frequently and 75 lbs. with assistance occasionally.
• Ability to use fingers, hands and wrists, repetitively.
• Ability to engage in bending, stretching, twisting and stooping.

Working Conditions:

• Adequately lighted and ventilated building.   
• Frequent travel throughout Goodwill’s service territory.                                            

Critical Performance Factors:

1. Assures that Customer Service standards are met through positive feedback from managers and employees
2. Assures all Goodwill workstations are properly maintained
3. Supports Goodwill retail operations including PC registers, software support, cash drawers, scanners and wide area

networks.

4. Provides outstanding customer service by being courteous and prompt in addressing requests for help.

Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position.   I will be able to perform the essential functions of this position with or without accommodation.

Employee Signature                                                                                                        Date

Supervisor/Manager’s Signature                                                                                                                                                            Date