On-Call IT Help Desk Specialist

Paycom - ATS; Menasha (WI); On-site; USD 42,000 - 54,000; Full time

Job summary

Goodwill NCW is seeking an IT Help Desk professional to be the first point of contact for technology issues at the Mission Support Office in Menasha, WI. You will provide hardware and software support, manage incidents, and assist users with system access and tool usage.

You will help with SharePoint maintenance, software installations, onboarding for new team members, and ongoing desk-side support. Strong customer service and communication are essential, plus willingness to participate in

Qualifications

• Associates degree in relevant field is required, but applicable work experience may be substituted for degree requirement.
• At least 2 years of related Technical Support, Help Desk, or Service Desk experience in an IT setting.
• Expertise when communicating with Goodwill NCW stakeholders and internal customers.
• Knowledge of PC repair and software installation.
• Outstanding customer service skills.

Responsibilities

• Provides best in class customer service by serving as first point of contact for all technology issues or requests and provides technical support to team members on a variety of hardware and software problems including operating systems support, application support, and system access problems.
• Reviews, categorizes and prioritizes daily incidents logged by team members in the Help Desk tracking system and analyzes, troubleshoots, and resolves issues to ensure timely resolution with the goal of solving issues during the first call or notification.
• Analyzes, troubleshoots, installs software, tests new equipment and repairs retail-related equipment, including registers, register printers, ticket printers, money-counting machines, Point of Sale software, wireless checkout devices and other equipment as directed by other technology administrators and engineers.
• Responsible for provisioning and onboarding new team members by setting up their workstations, configuring necessary software and applications, and ensuring access to required systems and tools.
• Documents, maintains, upgrades, or replaces end-user computers and software systems. Supports and maintains user account information including rights, security and systems groups as directed by other technology administrators and engineers.

Skills

Customer service

Communication

Time management

Multitasking

Self-starter

Education

Associate degree in relevant field

Tools

SharePoint

Office 365

Job description

Goodwill NCW is seeking an IT Help Desk professional to be the first point of contact for technology issues at the Mission Support Office in Menasha, WI. You will provide hardware and software support, manage incidents, and assist users with system access and tool usage.

You will help with SharePoint maintenance, software installations, onboarding for new team members, and ongoing desk-side support. Strong customer service and communication are essential, plus willingness to participate in