IT Support Specialist

careers-dcgoodwill; Washington (District of Columbia); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Goodwill seeks an IT Support Specialist to deliver high‑level customer service and remote/in-person technical support for store IT needs. You will diagnose issues, resolve problems, and coordinate with staff to ensure smooth operations across multiple retail locations.

The role requires travel to store locations, strong Microsoft product knowledge, and a HS diploma with 1–2 years in a helpdesk or support role. A+ certification is preferred.

Qualifications

• Must have own reliable transportation and a valid driver’s license.
• Working knowledge of basic hardware and software systems.
• Experience with Microsoft Outlook, Word, Excel.
• Basic troubleshooting skills and remote support tools.
• Detail-oriented and well organized; multitasking ability.
• Self-motivated to address IT concerns and customer issues.
• Proven break/fix computer skills.
• One to two years in a helpdesk or support role.
• A+ Certification or equivalent certifications.

Responsibilities

• Provide remote/in-person technical assistance for computer systems, software, and hardware.
• Manage and track issues and escalations to ensure timely resolutions.
• Travel to store locations to provide hands-on support.
• Respond to emails and phone calls from internal customers seeking help.
• Log all requests in the helpdesk system.
• Troubleshoot hardware and software problems; train users as needed.
• Escalate complex problems to network or system staff when needed.
• Provide first-level telephone, email, and web support for IT systems.
• Follow up with customers to confirm resolution of issues.

Skills

Functional/Technical Skills

Listening

Patience

Technical Learning

Education

High School Diploma or equivalent

A+ Certification

Job description

Overview

Responsible for providing high-level customer service to resolve IT-related issues, isolate problems, determine and implement solutions as well as diagnosis and request additional support staff. The IT Support Specialist must be self-motivated, organized, have reliable transportation, and have strong customer service skills. This position handles requests for support relating to the IT needs of Goodwill’s retail locations.

Responsibilities

Essential Competencies:

• Functional/Technical Skills
• Listening
• Patience
• Technical Learning

Primary Duties and Responsibilities:

1. Provide remote/in-person technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.2. Manage and track issues and escalations to ensure timely resolution of customer issues.3. Travel to store locations to provide hands-on support.4. Respond to email messages and phone calls for internal customers seeking help.5. Logs all request into the helpdesk system.6. Troubleshoots hardware and software problems, assists users with desktop applications and provides user training.7. Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.8. Provides first-level telephone, email, and web support for computer systems, software, hardware, and telecommunication systems.9. Follow up with customers to ensure issue has been resolved.

Additional Duties and Responsibilities:

1, Gain feedback from customers about computer usage.2. Performs other job-related duties as assigned.

Qualifications

Required Qualifications:

1. Must have own reliable transportation, valid driver’s license, and be able to drive to any location within the Goodwill market area.2. Working knowledge of basic hardware and software systems3. Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.4. Basic troubleshooting skills and the use of remote troubleshooting applications5. Detail-oriented and well organized6. Ability to multitask7. Self-motivated to address IT concerns8. Proven Break/fix computer skills9. High School Diploma or equivalent10. One to two years industry experience, support center or helpdesk11. A+ Certification

Preferred Qualifications

1. Certificate in Computer or IT related area of study or equivalent2. MCSA (Microsoft Certified Systems Administrator)3. POS support experience preferred.