Help Desk Technician I

Goodwill Industries Of Northern New Engl; Gorham (ME); On-site; USD 40,000 - 56,000; Full time

Job summary

Goodwill Industries Of Northern New Engl in Gorham, ME is seeking an Information Technology Help Desk technician to provide on-site and remote support to users across 80 locations in Maine, New Hampshire and Vermont. This role is based at our Gorham headquarters and will deliver technical assistance, device setup, and user support.

The successful candidate will have A+ certification, strong communication skills, and experience with Windows administration and ITSM tools.

Qualifications

• High school diploma or GED required.
• A+ certification required.
• Working knowledge of computer systems, hardware, and software.
• Strong communication and problem-solving skills.
• Valid driver’s license with a satisfactory driving record.
• Criminal background check to agency standards.
• Preferred: 1+ years of help desk experience.
• Preferred: Windows administration experience.

Responsibilities

• Provides tier 1 help desk support via phone, email, or in-person.
• Uses ITSM software to track tickets and determine solutions.
• Performs hardware/software installations and preventative maintenance.
• Creates or disables user accounts in Active Directory.
• Coordinates with vendors for equipment and parts.
• Provides weekly status reports to IT Support Manager.
• Supports IT projects and on-call duties.

Skills

Customer service

Help desk

Troubleshooting

Strong communication

Problem solving

Education

High school diploma or GED

Tools

Active Directory

ITSM software

Job description

Description

This role will work out of our Gorham, ME headquarters and provide remote and on-site help desk support to end-users for 80 locations across Maine, New Hampshire, and Vermont.

Location: Gorham, Maine - This is not a remote position

JOB SUMMARY:

The key job responsibility of all Information Technology employees is to provide excellent customer support to all agency technology users. This employee provides technical support for users and maintains computer equipment.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Utilizes Information Technology Service Management software to track Help Desk tickets and determine the best solution based on the issue and details provided by customers.
• Serves as tier 1 support providing technical assistance via phone, email, or in-person to users on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, accessories, and software
• U ses remote access software to provide technical support to end users
• Coordinates with vendors for ordering new IT equipment and procuring replacement parts for faulty IT equipment
• Provides weekly status reports the IT Support Manager
• Attends and participates in assigned meetings
• Performs quality assurance checks and follows up with customers on all issue resolutions performed
• Utilizes Active Directory to create or disable user accounts as required
• Performs hardware/software installations as assigned
• Performs preventative maintenance on computer hardware and accessories according to scheduled time frames
• Builds and repairs computer hardware as required
• Supports IT projects by staging equipment and resources as required
• Follows best practice change management procedures for network and database systems
• Provides night and weekend on-call support as scheduled
• Escalates unresolved issues to the appropriate IT support staff as necessary
• Provides clear and timely communication to IT department employees and customers
• Advances professional and technical knowledge by attending workshops, reviewing professional publications, obtaining industry certifications, and participating in professional societies
• Other duties as assigned

MINIMUM QUALIFICATIONS:

• High school diploma/GED required
• A+ certification required
• Working knowledge of computer systems, hardware, and software
• Strong communication and problem-solving skills
• Valid driver’s license with a satisfactory driving record
• A criminal background check that meets Agency standards

PREFERRED QUALIFICATIONS:

• 1+ years experience in providing help desk-level support
• Microsoft Windows administration experience

Equal Opportunity Employer
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.