Technical Support Representative

4 weeks ago

Las Vegas, United States Goodwill Industries Of So Full time
Job DescriptionJob Description

*The starting pay rate is $16.40/hr.*

*Any job offer is contingent upon the successful completion of a background check and drug screen.*


ESSENTIAL EXPECTATIONS

Customer Service Expectations

Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.

Diversity, Equity, and Inclusion Expectations

Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations

At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATIONS

Position Expectations

The Technical Support Representative provides basic technical support to internal staff for all hardware and software technology-related resources via email, phone, or other methods.

Responsibilities

  • Maintains Service Desk - log all calls, prioritize calls as necessary, respond to calls based on priorities, update staff on status of calls and resolve calls as quickly as possible with an emphasis on customer service.
  • Acts as first point of contact for all IT issues.
  • Provides new user and device setup configuration-user account creation, product key activation, user orientation, desktops, laptop, mobile devices, etc.
  • Troubleshoots and resolves hardware and software issues for remote staff- POS printers, labels, Outlook, Counterpoint, cell phones, radios, etc.
  • Installs desktop software programs and hardware as needed- RAM, hard drives, printers, scanners, printer drivers, speakers, phones, computers, laptops, etc.
  • Maintains inventory of supplies needed to resolve hardware issues- computer hardware components.
  • Possesses a strong understanding of the organization's products and services, and able to communicate requests that require escalated assistance.
  • Plans details and sequence of own work to achieve priorities within the Service Desk.
  • All other duties as assigned by management.

Education, Experience, and Requirements

  • High school/ GED completion preferred.
  • Must be proficient with the major software packages, i.e., word processing, spreadsheets, surveillance systems, help desk systems, databases, communications, network operating systems, etc.
  • Currently working towards getting an IT certification or willingness to get certified by a recognized certification provider.
  • Minimum of a year of experience with hands on trouble shooting of various types of technology or willingness to learn the process.
  • Proven reliability in meeting attendance expectations.
  • Must be able to continuously perform repetitive work, at a set pace.
  • Must possess strong interpersonal skills with excellent communication skills. 
  • Proficiency with Microsoft Office suite software including a strong emphasis on Word, Excel, and Outlook.    
  • Bilingual a plus. 
  • Exhibits a high level of integrity and business ethics. 
  • Exhibits a high level of adaptability and flexibility.

Environmental Factors

  • Duties may be performed in an office environment with regulated temperatures. Other duties may be performed outside the office environment where no cooling or heating will be available. Exposure to extreme heat, cold, dust and humidity may be a possibility.

Physical Factors

  • Able to lift, carry, push, and pull a minimum of 25 pounds.
  • Prolonged standing, walking, reaching, stooping, lifting, pulling, bending, kneeling.

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