Technical Support Specialist I

JOB TITLE

Technical Support Specialist I

REPORTS TO

Manager, Information Technology

DIVISION

Support/Admin

FLSA

Non-Exempt

Summary

Provides service and support to team members using hardware and software. Monitors the IT Help Desk. Ensures proper functioning of computers at Retail stores, Contract sites, and administrative offices.

Essential Duties and Responsibilities

* Delivers ACE (Amazing Customer Experience) to all internal and external customers.

* Acts as an ambassador of Palmetto Goodwill and our I-CARE (Integrity, Collaboration, Attitude, Respect, Excellence) values.

* Maintains Office 365 environment including user logins, email accounts, security settings, groups and distribution lists, OneDrive and Teams.

* Provides support for remote sites including Retail stores, Career Opportunity Centers, and Contract sites.

* Demonstrates use of new software and/or hardware.

* Maintains Help Desk job request tracking database.

* Completes and documents wellness checks on sites, systems, and networks.

* Follows-up post-incident(s) to ensure preventative measures and training are implemented.

* Maintains computer inventory database.

* Monitors admin portals for IT SaaS applications including daily system health and status checks.

* Monitors cybersecurity admin portal for alerts and events and escalates appropriately.

* Repairs PCs and works with vendor to maintain printers.

* Installs and monitors network equipment and components.

* Installs and manages approved software products.

* Works with support teams from IT vendors.

* Performs other job-related tasks as assigned.

Qualifications

* Read and interpret complex documents, technical journals, information, requirements, etc.

* Research from various sources; gather and analyze data as it relates to PC utilization, software, hardware, troubleshooting, repair, etc.

* Multi-task effectively; be able to adjust to frequent changes, delays, or unexpected events; be flexible and/or adaptable as work requirements change.

* Meet deadlines.

* Work effectively in a team-based environment; interact professionally with customers and team members consistently.

* Drive/travel as a function of overall responsibility.

* Two (2) years of hardware configuration experience (e.g. remote desktop help, installation and configuration of software/hardware).

* One (1) year experience working in a Help Desk role, providing support and troubleshooting team members' computer-related issues.

* Proficiency with Office 365.

* Strong written, verbal, and interpersonal communication skills.

* Strong time management skills, with the ability to handle multiple project needs simultaneously.

* High attention to detail and accuracy.

* Enthusiasm for the mission of the organization.

* A valid driver's license and automobile insurance acceptable to Goodwill's liability insurance carrier; frequent travel is required.

Education and Experience

Minimum of High School diploma or equivalent required. A combination of education and experience with IT hardware/software will be considered.

Physical Demands

While performing the duties of this job, the team member is regularly/frequently required to: sit; stand; walk; talk and/or hear; use close and peripheral vision; stand; bend; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The team member must regularly lift and/or move objects weighing 50 pounds or more. The team member must lift equipment and work in a variety of postures. The team member is occasionally required to stoop, kneel, or crouch.

Work Environment

Work is usually performed in an office setting. Frequent travel and outside work may be required. The team member will occasionally be exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.