Information Technology Support Specialist

2 weeks ago

Baltimore, Maryland, United States GOODWILL IND OF THE CHESAPEAKE INC Full time
Job Overview

POSITION SUMMARY:

The Information Technology Support Specialist plays a crucial role in facilitating operational support at Goodwill Industries of the Chesapeake. This position encompasses the management of IT projects aligned with the organization's mission and strategic objectives. Responsibilities include the installation, upkeep, troubleshooting, and repair of various computer systems and peripherals, such as printers, fax machines, modems, and other essential office equipment. The specialist will address both major and minor PC repair challenges, ranging from virus removal to hardware diagnostics and basic network configurations. This hands-on role necessitates travel across multiple locations and involves assisting with software upgrades and implementations.

KEY RESPONSIBILITIES:

  • IT Operations:
    1. Deliver technical assistance via phone, remote access, or on-site visits as required through Help Desk operations.
    2. Establish and configure user accounts, email addresses, and access rights.
    3. Provide support for Windows 10/11, Windows Servers, Entra ID, and Microsoft 365.
    4. Monitor network devices and servers for optimal performance.
    5. Assess web performance, network accessibility, and security measures.
    6. Oversee troubleshooting efforts for system errors.
    7. Offer helpdesk support for IT-related issues during on-call rotations.
    8. Guide users in operating new software and hardware.
    9. Evaluate connectivity challenges, equipment, and software functionality.
    10. Adjust configurations, utilities, and software as necessary.
    11. Prepare equipment and access for new personnel.
    12. Install, test, and supervise servers, firewalls, and new software applications.
    13. Repair or substitute malfunctioning hardware.
    14. Maintain logs of repairs, fixes, and maintenance schedules.
    15. Manage IT inventory and assets efficiently.
    16. Conduct routine system updates, backups, patches, and upgrades.
    17. Install and configure hardware and software components as needed.
    18. Assist with server management, LAN/WAN technologies, and antivirus solutions.
    19. Ensure the security and privacy of network systems.
  • IT Projects:
    1. Support the design, implementation, and ongoing maintenance of new software and features.
    2. Exhibit strong analytical and problem-solving skills, managing multiple projects simultaneously.
    3. Gather and maintain requirements for system configurations, ensuring compliance with security and infrastructure standards.
    4. Assist in tracking project activities, configurations, testing, and support for upgrades and new systems.

EDUCATION AND EXPERIENCE:

  • Bachelor's degree in computer science, information technology, cybersecurity, or a related field with three years of relevant experience preferred, or an Associate's degree with five years of experience, or seven years of practical experience with a High School diploma or equivalent.
  • Experience in help desk support, computer repair, or IT assistance is essential, including troubleshooting and maintaining PCs and other office equipment.
  • Strong communication and teamwork skills focused on delivering exceptional customer service.
  • A self-motivated individual with a strong work ethic, capable of working independently.
  • Preferred certifications include Microsoft Certified Technology Specialist or Microsoft Certified IT Professional.
  • Additional certifications such as CompTIA A+, CompTIA Net+, Microsoft Certified: Azure Administrator Associate, and Microsoft Certified: Intune and Endpoint Manager Administrator are advantageous.
  • Experience with PowerShell commands and scripting is preferred.
  • Demonstrated expertise in networking, servers, cloud systems, Microsoft 365, Intune/Entra, Active Directory, and Azure.
  • Experience in configuring, implementing, and supporting cloud-based software applications is preferred.

REQUIREMENTS AND QUALIFICATIONS:

  • Strong problem-solving abilities and attention to detail.
  • Proficient in database management and software installation.
  • Ability to troubleshoot and resolve multiple technical issues.
  • Capable of multitasking, prioritizing, and managing time effectively.
  • Excellent verbal and written communication skills.
  • Comfortable working in a diverse and fast-paced environment.
  • Goal-oriented and organized team player.
  • Experience in network and server management support.
  • Up-to-date knowledge of new systems, software, and upgrades.
  • Physical capability to stand, bend, squat, and lift equipment as necessary.
  • Willingness to travel to various client locations.
  • Ability to foster positive relationships with all departments, colleagues, and vendors.

CERTIFICATIONS:

  • Valid and unrestricted driver's license.

QUALIFICATION REQUIREMENTS:

To excel in this role, candidates must effectively perform each essential duty. The qualifications listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to fulfill essential functions.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Exhibit core values of accountability, collaboration, respect, compassion, and performance excellence.
  • Demonstrate effective problem-solving strategies and practical knowledge.
  • Possess strong interpersonal skills with the ability to communicate effectively through various channels.
  • Customer service-oriented with strong organizational capabilities.
  • Ability to efficiently schedule site visits and manage time effectively.
  • Comprehensive knowledge of Microsoft Windows 10 and Office 365 products.
  • Extensive understanding of laptop and PC hardware and design.
  • Ability to convey technical information in an accessible manner.
  • Dependable and trustworthy.
  • Capable of completing tasks with minimal supervision.

PHYSICAL REQUIREMENTS:

Medium:

Ability to lift up to 50 pounds with frequent lifting of objects weighing up to 25 pounds. May require standing for extended periods, walking, reaching with full arm motion, climbing, balancing, stooping, kneeling, crouching, or crawling. Regularly required to communicate verbally and hear. Frequently required to use hands and fingers to handle objects, knobs, keys, and buttons.

WORK ENVIRONMENT:

Moderate:

Exposure to moving mechanical parts, humid conditions, fumes, or airborne particles. The noise level is typically moderate. This position requires extensive local travel. Access to a personal vehicle is necessary.

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