IT Support Specialist

2 weeks ago

Decatur, United States Goodwill of North Georgia Full time

Are you a person who loves ensuring proper computer operation so that end users can accomplish organizational tasks? When you work with Goodwill of North Georgia youll receive valuable training, experience and benefits.What youll be doing:As the IT Support Specialist, you will be responsible for ensuring proper computer operation so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and helpdesk tracking tools, as well as requiring that you give hands-on help.You will also:Provide technical support via phone, emails, and remote tools and onsite visits as necessary to end-usersResponsible for the setup, configuration and installation of workstations, printers, peripherals and store hardwareResponsible for accurate documentation, ticketing, and tracking of inbound technical support calls and providing accurate and professional resolution on all supported issues in a timely mannerResponsible for timely monitoring of IT Help DeskActively work and triage incoming help and support requests from end users via both telephone and helpdesk tickets in a courteous mannerPrioritize and schedule support tickets based on severity and service level agreement (SLA); Escalate problems as needed or when requiredRecord, track, and document the helpdesk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolutionUtilize required diagnostic utilities to aid in troubleshooting as neededAccess software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutionIdentify and learn appropriate software and hardware used and supported by the organizationPerform hands-on fixes at the desktop level, including installing and upgrading software and hardware, configuring systems and applicationsDevelop help sheets and knowledge base articles for end usersProvide afterhours support as assigned and in accordance with afterhours support proceduresWhat were looking for:Requirements: High School Diploma or GED required; Bachelors Degree in Computer Science preferredMinimum one (1) year of experience of PC hardware and software troubleshootingA+ certification a plusKnowledge and experience in MS Office 365 installation and troubleshootingKnowledge of Operating Systems including Windows 10 u0026MacOSKnowledgeable of phone support skills for troubleshooting remote issuesKnowledge and experience in PC hardware installation and troubleshootingKnowledge of troubleshooting client-side issues such as virus and spywaremalwareWorking Environment ConditionsRequirements: The ability to push, pull, lift, up to 50lbs. with or without accommodationsMust be able to stand and or walk for extended periods of timeThe ability to bend, reach and grasp throughout the work dayMust be able to work flexible hours to provide support for end user, locations, project implementations and location set ups as requiredMust be able to travel to or required to travel to various agency locations to perform support duties as neededDoes this sound like a place for you? If so, please apply today. Our process takes about 10 minutes to complete. Once you do, our recruiting team will reach out to you within a few days. Thank you for your time and your interest in Goodwill of North Georgia.Goodwill of North Georgia is an Equal Opportunity Employer. It is the policy of Goodwill to consider applicants based solely on qualifications and merit; without regard to race, color, religion, national origin, sex, age, sexual orientation, disability, or protected veteran status.,EqualOpportunityEmployerDescription:Equal Opportunity EmployerProtected VeteransIndividuals with Disabilities,PayTransparencyPolicyStatement:The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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