IT Support Specialist

Goodwill Industries Of The Gulf Coast Inc; Pensacola (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Goodwill Industries Of The Gulf Coast Inc is seeking an IT Support Specialist to provide frontline helpdesk support to internal customers across stores and offices in the Gulf Coast territory. You will enter tickets, track resolutions, and help ensure systems operate smoothly.

The role requires troubleshooting Windows 10/11, O365 administration, POS devices, and mobile devices, with strong customer service, confidentiality, and the ability to work evenings or weekends when needed.

Qualifications

• Strong troubleshooting and critical thinking skills.
• Ability to diagnose and resolve basic computer technical issues.
• Excellent customer service and communication abilities.
• Ability to work a flexible schedule including evenings or weekends when required.

Responsibilities

• Enter all service tickets, times worked and resolution into the helpdesk system.
• Provide monthly report on IT activities.
• Resolve end-user workstation, help desk, and equipment issues.
• Liaise between end users and escalation team for level 2 support.
• Repair workstation PCs using approved hardware and software.
• Maintain and troubleshoot communications devices and AV equipment in meeting rooms.

Skills

Troubleshooting

Customer service

Communication

Confidentiality

Education

High school diploma or equivalent

Tools

Windows 10/11

O365 Administration

POS systems

iOS/Android devices

Job description

TITLE: IT Support Specialist DATE WRITTEN: 03/2026DEPARTMENT: Administration SUPERVISED BY: IT ManagerSUPERVISES: N/A STATUS: Non-Exempt/Full-timeMission Contribution: Provides support to Goodwill internal customers and makes sure that Goodwill information technology is in good working order and maintained according to standards set forth in the job description.Function: To implement and maintain the technology and communications infrastructure.Essential Functions:Enter all service tickets, times worked and resolution into the helpdesk system. Provide monthly report.Solve all end user workstation, help desk, repair and troubleshooting issues, using the IT Manager for support.Act as liaison between end user and technical escalation team when tickets reach level 2 support.Repair workstation PCs, using hardware and software approved by the IT Manager.Ensure all operating systems and software versions are approved by the IT Manager.Keep an accurate and up to date spreadsheet of each workstation listing user, login, password, serial number, & install date.Maintain the user accounts for the computer network.Maintain email accounts for all employees.Install and configure all new workstations per IT Manager’s specificationsMaintain and troubleshoot all communications devices.Responsible for set up and maintenance of all audio visual equipment in meeting rooms.Provide excellent customer service to all internal customersActs as a positive role model for employees in all aspects of professional performance.Observes safety procedures and personnel policies.Regular attendance is required.Other duties as assigned.Skills, knowledge and abilities: (these are required to enable job holder to perform the essential functions of the job).Must have strong troubleshooting and critical thinking skillsMust have the ability to diagnose and resolve basic computer technical issuesMust be able to interact cordially and productively with a variety of people.Must be able to market Goodwill and explain the mission to the general public.Must possess good organizational and communication skills.Must be able to keep information confidential.Must be able to read, write and communicate clearly in English.Must be able to maintain an effective working relationship with, and among employees.Must be able to work a flexible schedule occasionally including evenings, weekends, and hours in excess of 40 hours a week.Ability to function in a hectic work environment with occasional periods of high stress.Must possess a valid driver’s license, appropriate insurance coverage and a privately owned reliable means of transportation to travel throughout Goodwill Gulf Coast territory to visit stores and locations on a regular and recurring basis. Under special circumstances, incumbent may be required to drive a company vehicle.Must be at least 21 years of age.Experience and Education Requirements:High school diploma or equivalent with 3 or more years’ experience in an information technology service desk and customer service environment or college degree in Computer Science or relevant field can substitute for required experience.Experience with Point of Sale Systems preferred.Experience with IOS and Android mobile devices required.Experience with Windows 10/11, O365 Administration.Physical Requirements:Ability to lift and carry objects weighing up to 25 lbs. frequently and 75 lbs. with assistance occasionally.Ability to use fingers, hands and wrists, repetitively.Ability to engage in bending, stretching, twisting and stooping.Working Conditions:Adequately lighted and ventilated building.Frequent travel throughout Goodwill’s service territory.Critical Performance Factors:Assures that Customer Service standards are met through positive feedback from managers and employeesAssures all Goodwill workstations are properly maintainedSupports Goodwill retail operations including Point-of-Sale devices and all store related operational IT needs