Spec, End-User Support

3 weeks ago

Louisville, United States Goodwill Kentucky Full time

Goodwill Industries of Kentucky is looking for an energetic, self-motivated, detail-oriented End-user Support Specialist to join our growing dynamic team The End-user Support Specialist functions as IT's single-point-of-contact for employees to receive technical support on the use of the company's enterprise network, software, and end-user devices. The specialist will support employees as they use and engage with Goodwill software applications, the networked environment, end-user devices, and the business processes embedded in them. The specialist is responsible for reducing barriers to using technical tools and helping new and current employees operate the technical tools needed to perform their jobs. This position is accountable for improving the information technology end-user experience. If you are looking for an opportunity that allows you to reach new goals while striving in a high-energy, fast paced environment, the End-user Support Specialist opportunity is for you.

Goodwill's Mission is to connect Kentucky job seekers with the resources and services they need to find and maintain long-term employment and a career path. We serve Kentuckians who have disabilities or experience other challenges finding success in the workforce, such as criminal backgrounds, language barriers, limited education, lack of transportation and chronic poverty.

Job Type: Full-time, Exempt

Essential Duties and Tasks:

  • Provide technical support by the most effective means (e.g., remote access, telephone, email, chat, and/or on-site). Follow troubleshooting best practices and drive the problem resolution process using all available resources and escalating where appropriate.
  • Maintain active and timely client communication, during and after resolution. Use incident handling, quality measurement procedures, and instructional guidance when communicating with clients. Perform client call-back and follow-up to ensure the best possible customer support experience.
  • Liaise between employees, business units, partners, vendors, and the IT team.
  • Triage, manage, and escalate tickets in the helpdesk service queue as required to ensure timely resolution of client issues.
  • Perform IT processes for new and terminated employees and system administration duties as assigned, including software/systems user administration, ordering hardware/software, and maintaining an inventory of the same as directed.
  • Coordinate with end-users the roll-out of software and devices. Ensure end-user devices (computers, printers, laptops, tablets, mobile phones, etc.) are properly configured, connected to the network, and adequately maintained.
  • Administer and maintain the service desk information system, including populating the knowledge and documentation repository, incident reporting, and problem resolution.
  • Performs other duties as assigned.
Education and Experience:
  • A Bachelor's degree in a non-technical field and a minimum of five to seven (5-7) years of IT support and/or end-user support will be perferred; An associate degree or a two (2) year certificate in technology or related field will be required.
  • Microsoft or Cisco certification is desirable.
  • Must have a minimum of two to four (2-4) years progressive IT support experience, demonstrating broad and deep knowledge of networks, end-user devices, software, and communications or end-user support in a networked enterprise environment using desktop computers, mobile devices, and VOIP telephone systems.
  • Must demonstrate experience in the practice of active listening and the ability to translate and communicate technical concepts and instructions into non-technical language.
  • Must have excellent oral and written communication skills; and the ability to translate complex technical concepts into non-technical language.
Physical Demands:
  • This job may have physical requirements that range from sedentary to medium work. Sedentary work involves sitting for long periods of time; occasional bending, squatting, kneeling, stooping; good finger dexterity and feeling; frequent repetitive motions; talking, hearing, and visual acuity and occasional lifting up to 10 pounds.
  • Medium work involves more walking and standing, and lifting to 50 pounds
  • Travel to other locations beyond the assigned work location is periodically required.
Benefits:
  • 403(b) Plan
  • Company 403(b) Matching Contributions
  • Tuition Reimbursement
  • Medical, Prescription, Dental & Vision Insurance
  • Generous Vacation Time & 8 Paid Holidays
  • Short and Long-Term Disability Insurance
  • Life, Dependent Life and AD&D Insurance
  • Voluntary Term Life Insurance


Goodwill Industries of Kentucky is an EEO/AA employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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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