Service Desk Technician

Goodwill-of-Colorad; Visakhapatnam; On-site; INR 350,000 - 450,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

Life/AD&D insurance

Flexible Spending Accounts

Paid time off (vacation, sick, holiday

Retirement plan with pre/post tax 401k

Job summary

Goodwill-of-Colorad is seeking an Analyst II, Service Desk Technician (POS L2) to ensure reliable operation of Retail IT equipment and end-user support across the organization. The role emphasizes hands-on desktop help, on-site assistance, and adherence to SLAs in a fast-paced retail IT setting.

Qualified candidates will have a Bachelor's in Computer Science or equivalent experience, and ITIL/ITSM certifications are a plus.

Qualifications

• Bachelor degree in computer science or 5 years equivalent work experience.
• Certification in ITIL, ITSM, or Microsoft products is a plus.

Responsibilities

• Ensure proper operation and maintenance of Retail IT equipment to support business tasks.
• Deploy hardware and software using standard deployment tools and processes; assist in software releases and rollouts.
• Provide Level I support during high volume periods and act as escalation point for incidents or service requests.
• Document incident resolution processes and maintain knowledge bases; use remote tools for troubleshooting.
• Perform hands-on fixes at desktop level, preventative maintenance on servers/data closets, and ensure SLAs are met.

Skills

POS hardware

Desktop OS (Windows/Mac)

Microsoft Office Suite

Diagnostic tools

ITIL knowledge

Communication skills

Education

Bachelor's degree in Computer Science

ITIL/ITSM or Microsoft certifications preferred

Job description

Full-Time position is eligible for Medical, Dental, Vision, Short Term Disability, Life/Accidental Death and Dismemberment, Flexible Spending Accounts, Long Term Disability, and several voluntary supplemental benefit offerings. In addition, these positions are eligible for paid time off in the form of vacation, sick, holiday, floating holiday, jury duty, and bereavement leave. All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan – must be 18 years of age to participate.

JOB SUMMARY:

The Analyst II, Service Desk Technician (Point of Sale (POS) L2) role is to ensure proper computer operation and maintenance so that end users can accomplish business tasks. The role’s primary focus is on deploying, maintaining, and servicing Retail Information Technology (IT) equipment. This includes actively troubleshooting and resolving escalated end-user help requests within established Service-Level Agreements (SLAs). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level and onsite support throughout the organization.

ESSENTIAL FUNCTIONS:

Strategy and Planning:

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents, with a primary focus on retail IT equipment.

Acquisition and Deployment:

• Deploy hardware and software as needed using standard deployment tools and defined processes.
• Assist in software releases and rollouts according to change management best practices.
• Deploy and recover IT assets within the organization as needed and track withing the asset management software.

Operational Management:

• Assisting in providing Level I support when request volumes are high.
• Act as an escalation point for advanced or difficult incidents or service requests.
• Serve as an escalation point for advanced or challenging incidents or service requests concerning retail IT equipment.
• Build rapport with service desk customers.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Perform preventative maintenance, including checking and cleaning of servers, data closets, and other IT equipment as needed.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledge base and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• The incumbent must be adept with reprioritizing responsibilities depending on the needs of the department and the organization. They may be assigned additional/different duties occasionally to help support the IT group and the company.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A Bachelors degree in the field of computer science and/or 5 years equivalent work experience.
• Certification in ITIL, ITSM, or Microsoft products is a plus.

Experience:

• Knowledge of advanced computer hardware, including POS systems.
• Experience with desktop operating systems, including Windows and Mac OS.
• Extensive application support experience with Microsoft Suite,
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

Other:

• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• The incumbent will be required and must have the ability to drive for company business*.

*Per auto vehicle insurance carrier requirements: For applicants/employees to qualify for inclusion on the Goodwill driver insurance schedule, for purpose of driving Goodwill fleet vehicles, or for purpose of receiving company mileage reimbursement they must be at least:

• 21 years of age (not engaged in passenger transportation),
• 25 – 70 years of age for all passenger transportation services,
• 25 years of age for CDL.

Applicants/employee will be required to undergo a Motor Vehicle Record (MVR) check and background check; applicants/employees must disclose all moving traffic violations or vehicle crashes (within the last five (5) years)(Note: not all violations are a disqualification for employment and each case will be reviewed by the insurance carrier); must have valid Colorado State driver license; must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.

Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition.

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses.

Goodwill participates in E-Verify. For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify .

We promote a Safe & Drug-free Workplace.

Physical Requirements

Attachment to Job Description

Job Title: 781 – Analyst II, Service Desk Technician (POS L2) Dept Number: 9300

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Guide to Physical Requirements:

• Continuously (5-8 hours)
• Frequently (3-4 hours)
• Occasionally (1-2 hours)
• Never

LIFTING: (as defined by ADA)

Moderate: 15-44 lbs - OCCASIONALLY

CARRYING:

Moderate: 15-44 lbs - OCCASIONALLY

PUSHING/PULLING - FREQUENTLY

REACHING:

Above Shoulder - OCCASIONALLY

At Shoulder - FREQUENTLY

Below Shoulder - FREQUENTLY

TWISTING - FREQUENTLY

BENDING - FREQUENTLY

KNEELING/CRAWLING - OCCASIONALLY

CLIMBING:

Use of legs only (stairs) - OCCASIONALLY

Use of arms & legs (ladders) - OCCASIONALLY

HEARING - CONTINUOUSLY

VISION:

Visual, close - CONTINUOUSLY

HANDS/FINGERS:

Fine Manipulation - CONTINUOUSLY

Repetitive Movements - CONTINUOUSLY

WALKING - FREQUENTLY

STANDING - CONTINUOUSLY

SITTING - CONTINUOUSLY

SPEAKING - CONTINUOUSLY

OTHER, please describe – CONTINUOUSLY - Driving

Travel Required

Yes .

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.