POSITION SUMMARY: Provide first line technical support for users requiring assistance with IT issues and problems at all locations. Ability to resolve issues and provide valuable feedback for solutions.

EDUCATION / EXPERIENCE:

• Formal Training in IT related field
• 2 years related IT work experience
• Good knowledge of IT systems and support

QUALIFICATIONS / SPECIFIC SKILLS / KNOWLEDGE:

• Valid Texas Drivers License and good driving record
• Ability to travel on regular basis to Goodwill territory locations
• Self-motivated and able to take direction as needed
• Ability to work independently with minimum supervision
• Ability to maintain privileged and confidential information
• Strong interpersonal skills
• Strong analytical and problem-solving skills
• Customer-service orientated
• Strong communication skills; ability to communicate technical information to non-technical users.
• Ability to respond quickly and effectively to user needs
• Strong organizational skills
• Ability to prioritize, handle multiple tasks and projects simultaneously
• Reliable and dependable
• Working knowledge of:
  • Microsoft Windows Operating System
  • Microsoft Office Suite
  • Google Applications (Gmail, Calendar, Drive, Docs, Sheets, Sites)
  • Network/Desktop/Notebook/Printer Hardware
  • Desktop computer setup and installation
• Exposure to, and basic knowledge of:
• Anti-Virus, Firewalls and/or Security Solutions
• Network Infrastructure –Cabling, Equipment and configuration
• Microsoft Windows Server
• Microsoft Active Directory and Group Policy
• Networking services & protocols such as DNS, DHCP, RDP & SMTP
• Required to climb, stoop, kneel, crouch and/or crawl.
• Must be able to lift and move up to 40 lbs occasionally.

RESPONSIBILITIES & DUTIES:

(E) – Essential function of job duties

• Utilizing a ticket system Identify users’ primary issue, prioritize, determine severity and provide solutions (E)
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware (E)
• Respond timely to requests for IT support via remote, phone, email and in person (E)
• Maintain daily performance of computer systems (E)
• Install, modify, and repair computer hardware and software (E)
• Run diagnostic programs to resolve problems(E)
• Install and/or inspect installation of network devices and cabling.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems (telephone, internet, etc.) (E)
• Provide New User Setup and Configuration (E)
• Install computer peripherals for users (printer, mouse, keyboard, scanner, etc.) (E)
• Place and escalate vendor service calls when necessary to resolve hardware or software failures (E)
• Provide after hour support as required (E)
• Project a positive and professional appearance and demeanor
• Communicate appropriately and positively with co-workers and others
• Perform other duties and responsibilities as assigned by supervisor