Technical Support Specialist I

4 weeks ago

North Charleston, United States Goodwill Industries of Lower South Carolina (Palmetto Goodwill) Full time

JOB TITLE Technical Support Specialist I
REPORTS TO Director, Information Technology
DIVISION Support/Admin
FLSA Non-Exempt

Summary
Maintains the Retail POS system. Ensures proper functioning of computers at Retail/Contract sites and
administrative offices. Monitors the IT Help Desk.
Essential Duties and Responsibilities
* Maintains user login, email accounts, and security rights for all server departmental folders.
* Maintains departmental email distribution lists.
* Provides support for remote sites, i.e. remote desktop access, remote email, etc.
* Provides support for all Retail and Contract sites (hardware/software installation or updates).
* Trains employees in use of new software and/or hardware.
* Maintains Help Desk job request tracking database.
* Completes incident and audit reports. Maintains database and physical files for all incidents and
audits.
* Follows-up post incident(s) to ensure preventative measures and training are implemented.
* Provides technical guidance, recommendations and support for company surveillance system.
* Maintains computer inventory database.
* Repairs PCs and maintains printers.
* Installs network equipment and components.
* Installs and re-installs any approved user software products.
* Promotes and demonstrates cooperation and teamwork.
* Performs other job-related tasks as assigned.


Qualifications
* Read and interpret complex documents, technical journals, information, requirements, etc.
* Research from various sources (including internet), gather, and analyze data as it relates to PC
utilization, software, hardware, troubleshooting, repair, etc.
* Interpret a variety of instructions furnished in written, oral, diagram, or schedule forms.
* Respond effectively and efficiently to inquiries and/or complaints.
* Multi-task effectively; be able to adjust to frequent changes, delays, or unexpected events; be
flexible and/or adaptable as work requirements change.
* Meet deadlines; be self-directed and able to work autonomously/independently as needed.
* Thrive in a dynamic, fast-moving environment.
* Work effectively in a team-based environment; interact professionally with customers and a highly
diverse employee base on a regular and routine basis.
* Drive/travel as a function of overall responsibility.
* Two (2) years of hardware configuration experience (e.g. remote desktop help, installation and
configuration of software/hardware).
* Two (2) years of experience installing/configuring general office machines (e.g. laptops, printers,
copiers, PCs).
* One (1) year experience working in a Help Desk role, providing support and troubleshooting
employee computer-related issues.
* Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, etc.
* Strong written, verbal, and interpersonal communication skills.
* Strong time management skills, with the ability to handle multiple project needs simultaneously.
* High attention to detail and accuracy.
* Enthusiasm for the mission of the organization.
* A valid driver's license and automobile insurance acceptable to Goodwill's liability insurance carrier;
frequent travel is required.
* A+ Certification or MCP (Microsoft Certified Professional) preferred.


Education and Experience
Minimum of High School diploma or equivalent required. A combination of education and experience
with IT hardware/software will be considered.


Physical Demands
While performing the duties of this job, the employee is regularly/frequently required to: sit; stand; walk;
talk and/or hear; use close and peripheral vision; stand; bend; use hands to finger, handle, or feel objects,
tools, or controls; and reach with hands and arms. The employee must regularly lift and/or move up to 50
pounds. The employee must lift equipment and work in a variety of postures. The employee is
occasionally required to stoop, kneel, or crouch.


Work Environment
Work is usually performed in an office setting. Frequent travel and outside work may be required. The
employee will occasionally be exposed to outside weather conditions. The noise level in the work
environment is usually moderate.


Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions of this job.

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