GENERAL DESCRIPTION OF POSITION
The Help Desk Technician will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal company environment. This position will be responsible for administration and internal support of the Company’s PCs, printers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. The Technician serves as a champion and model of GID’s values – “FACE IT” which incorporates fun, accountability, collaboration, empowerment, innovation, and transparency in all that we do. This position will complete the following duties personally:
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responds to users support request tickets, calls, and emails including, but not limited to assigning ticket severity, documenting service work notes to ensure proper building of knowledge base, prioritizing work to resolve complex user support issues, assigning tickets to level two (2) personnel, maintaining ownership of service tickets throughout the life span of the support request, collaborating with other Goodwill staff and vendor support resources to resolve requests, ensuring the security of all configurations on the user system, and documenting, reviewing, and improving existing and new procedures and workflows.
Identifies, troubleshoots, resolves, and documents user system issues.
Installs, supports, configures, evaluates, maintains, monitors, and analyzes systems and software in a client network environment.
Utilizes remote monitoring and management software to resolve client requests.
Supports software, hardware, and electronic communication systems, including point of sale system, support and maintenance of printers and peripherals through the help
Safeguards and controls confidential and high restricted
Builds and maintains effective quality working relationships with internal and external
Uses effective written and verbal Uses good interpersonal skills treating everyone with dignity and respect.
Immediately advises supervisor of significant and unexpected Promotes and demonstrates teamwork and cooperation.
Participates in ongoing personal training and attainment of technical certifications.
Safeguards all Goodwill property including donated Reports any incidents of theft or unauthorized possession/removal of Goodwill property.
Follows all Goodwill policies and Follows safety rules and regulations. Acts safely at all times.
Works flexible schedules including on-call rotation, overtime, weekends, and holidays if
Performs other duties as assigned.
To perform the job successfully, an individual should demonstrate the following competencies: Problem Solving, Customer Service, Team Work, Planning/Organizing, and Professionalism.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
Associates Degree in Information Systems, Business, Communications or related field; and minimum two (2) years of relevant technical experience.
CERTIFICATIONS and LICENSES
Ability to pass a criminal background search, pre-employment drug test, and E-verify. Must have a clear Colorado driver’s license to drive on Goodwill business.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. Employee will generally work in an office environment. However, employee will travel to other company locations where environmental conditions may vary. Travel is expected to be approximately 10% of the time.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must regularly lift and/or move up to 30 pounds, frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus. While performing the duties of this Job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell.
Salary Range is $17-$20/hour DOE