IT Support Specialist

Goodwill of Greater Washington; Washington (District of Columbia); On-site; USD 45,000 - 65,000; Full time

Job summary

Goodwill of Greater Washington is seeking an IT Support Specialist to deliver high-level customer service and resolve IT-related issues across our retail locations in the Washington DC area. You will diagnose problems, provide remote or in-person assistance, and coordinate with other teams as needed.

Responsibilities include logging requests in the helpdesk, troubleshooting hardware and software, and traveling to store locations for hands-on support.

Qualifications

• Must have own reliable transportation, valid driver’s license, and be able to drive to any location within the Goodwill market area.
• Working knowledge of basic hardware and software systems
• Working knowledge of Microsoft products such as Outlook, Word, Excel
• Basic troubleshooting skills and the use of remote troubleshooting applications
• Detail-oriented and well organized
• Ability to multitask
• Self-motivated to address IT concerns
• Proven Break/fix computer skills
• High School Diploma or equivalent
• One to two years industry experience, support center or helpdesk
• A+ Certification

Responsibilities

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

Skills

Functional/Technical Skills

Listening

Patience

Technical Learning

Education

High School Diploma or equivalent

A+ Certification

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Remote troubleshooting applications

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.