Help Desk Specialist

Goodwill-Industries-of-Northeast-Iowa,-Inc.; Waterloo (IA); On-site; USD 25,000 - 30,000; Full time

Job summary

GOODWILL INDUSTRIES OF NORTHEAST IOWA, INC. in Waterloo, IA seeks a Help Desk Specialist to maintain IT systems, support end-users, and provide training as needed. The role reports to the VP of Infrastructure and emphasizes customer service and timely ticket resolution.

The position requires an Associate degree in IT or equivalent experience, with at least one year of Windows PC support. Salary ranges from $18.00 to $22.00 hourly, with traditional office hours and on-site work in Waterloo.

Qualifications

• Associate degree or equivalent IT experience.
• Minimum 1 year in end-user PC support in Windows.
• Strong communication and confidentiality.

Responsibilities

• Provide phone, email, and in-person end-user support for PCs.
• Create and manage user accounts via Active Directory and Exchange.
• Log and close work tickets with timely updates.
• Assist with PC hardware/software issues and setup.
• Deliver customer-focused service and training as needed.

Skills

End-user support

Windows OS

Active Directory

Microsoft Exchange

Customer service

Education

AS/AA in IT

Tools

IT ticketing

Email/phone support

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Help Desk Specialist

Full Time GOODWILL INDUSTRIES OF NORTHEAST IOWA, INC., Waterloo, IA, US

Salary Range: $18.00 To $22.00 Hourly

Job Summary:

This position reports to the Vice President of Infrastructure within the scope of the mission, guiding principles, values, ethics and strategic goals of Goodwill Industries of Northeast Iowa, Inc. This position coordinates and maintains all computer maintenance and internal security systems, as well as assists with computer-related questions and training issues. The Help Desk Specialist provides exceptional customer service and help desk support by way of communication and quality of work.

Duties and Responsibilities:

(Essential functions of the position are listed in bold print.)

• Provides support via phone, email, and in-person for end-users of laptop and desktop PC’s.
• Completes work order tickets, including ticket creation at the time of initial problem report/service request.
• Completes status documentation of open order tickets and proactively informs users of ticket status.
• Creates new user network and email accounts utilizing Active Directory and Microsoft Exchange.
• Diagnosis and resolves all PC support issues including hardware failures, OS errors, software compatibility issues, printing issues, etc.
• Assists with laptop and desktop PC support for on and off-site users with equipment running Windows OS in an Active Directory environment.
• Installs and tests computer equipment including, but not limited to, desktops, laptops, monitors, memory chips, cabling, etc.
• Provides conference room support, including troubleshooting A/V equipment and assistance with initial setup of meetings.
• Assists with the relocation and implementation of user IT equipment.
• Assists with meeting service requests SLA’s and project timelines.
• Responds to all computer issues or questions and computer training needs including new hire set-up, ongoing changes, etc.
• Works with all Team Members to ensure timely completion of complex issues.
• Maintains awareness of new and emerging technologies and products provided by IT.
• Provides support for other company issued equipment such as cell phones, tablets, etc.
• Ensures that all records are completed and filed in an accurate and timely manner.
• Positively represents agency to external and internal audiences. Works collaboratively within the department to maximize service opportunities and maintain a continuous improvement agenda.
• Is available during nontraditional hours including some weekend and evening periods.
• Serves as an emergency contact for agency locations in need of IT support outside regular business hours.
• Completes all duties of the job and all work requirements.
• Models Goodwill’s core values, IMPACT. (Inspire Others, Mission First, People Matter, Align with Community, Create Opportunity, Tell our Stories)

Qualifications:

• Associate of Applied Science Degree in Computer Science, Computer Networking, or related IT field, or a minimum of 2 years of any combination of military service, secondary education, or related full-time employment.
• Minimum of 1 year experience in the areas of end-user support and maintenance of PC hardware and software in a Windows environment required.
• Effective written and verbal communication skills.
• Computer proficiency.
• Ability to handle and maintain confidential information.
• Possess a positive attitude and infect others with similar enthusiasm
• Loyalty to the agency and its mission and policies.
• Reliable transportation, valid driver’s license and automobile insurance.
• Ability to use good judgment, discretion, and initiative.