Retail IT Support Technician - Travel Required

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

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.