IT Support Specialist

Goodwill-of-Greater-Washington-; Washington (District of Columbia); On-site; USD 48,000 - 64,000; Full time

Job summary

Goodwill of Greater Washington is seeking an IT Support Specialist to deliver high-level customer service for IT issues across our retail locations. The role involves remote and on-site support, problem isolation, and timely resolutions, with travel to store locations required.

The ideal candidate has a High School Diploma (A+ preferred), strong Microsoft Office skills, basic troubleshooting, and experience in a fast-paced helpdesk or support center environment.

Qualifications

• Must have own reliable transportation and be able to drive to Goodwill market locations.

Responsibilities

• Provide remote/in-person technical assistance for computer systems, software, and hardware.
• Manage and track issues to ensure timely resolution.
• Travel to store locations to provide hands-on support.
• Respond to emails and calls from internal customers seeking help.
• Log all requests into the helpdesk system.
• Troubleshoot hardware and software problems and provide user training.
• Escalate problems to other support personnel when needed.
• Provide first-level telephone, email, and web support for IT systems.
• Follow up to ensure issues are resolved.

Skills

Reliable transportation

Microsoft Office

Basic troubleshooting

Detail-oriented

Multitasking

Self-motivated

Break/fix skills

Customer service

Communication

Store-site travel

Education

High School Diploma or equivalent

A+ Certification

Tools

Helpdesk software/ticketing

Windows OS

POS systems experience

Remote support tools

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 systems
• 3. Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.
• 4. Basic troubleshooting skills and the use of remote troubleshooting applications
• 5. Detail-oriented and well organized
• 6. Ability to multitask
• 7. Self-motivated to address IT concerns
• 8. Proven Break/fix computer skills
• 9. High School Diploma or equivalent
• 10. One to two years industry experience, support center or helpdesk
• 11. A+ Certification

Preferred Qualifications

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