Help Desk Specialist

Job Summary:

This position reports to the Vice President of Infrastructure within the scope of the mission, guiding principles, values, ethics and strategic goals of Goodwill Industries of Northeast Iowa, Inc. This position coordinates and maintains all computer maintenance and internal security systems, as well as assists with computer-related questions and training issues. The Help Desk Specialist provides exceptional customer service and help desk support by way of communication and quality of work.

Duties and Responsibilities:

(Essential functions of the position are listed in bold print.)

• Provides support via phone, email, and in-person for end-users of laptop and desktop PC’s.
• Completes work order tickets, including ticket creation at the time of initial problem report/service request.
• Completes status documentation of open order tickets and proactively informs users of ticket status.
• Creates new user network and email accounts utilizing Active Directory and Microsoft Exchange.
• Diagnosis and resolves all PC support issues including hardware failures, OS errors, software compatibility issues, printing issues, etc.
• Assists with laptop and desktop PC support for on and off-site users with equipment running Windows OS in an Active Directory environment.
• Installs and tests computer equipment including, but not limited to, desktops, laptops, monitors, memory chips, cabling, etc.
• Provides conference room support, including troubleshooting A/V equipment and assistance with initial setup of meetings.
• Assists with the relocation and implementation of user IT equipment.
• Assists with meeting service requests SLA’s and project timelines.
• Responds to all computer issues or questions and computer training needs including new hire set-up, ongoing changes, etc.
• Works with all Team Members to ensure timely completion of complex issues.
• Maintains awareness of new and emerging technologies and products provided by IT.
• Provides support for other company issued equipment such as cell phones, tablets, etc.
• Ensures that all records are completed and filed in an accurate and timely manner.
• Positively represents agency to external and internal audiences. Works collaboratively within the department to maximize service opportunities and maintain a continuous improvement agenda.
• Is available during nontraditional hours including some weekend and evening periods.
• Serves as an emergency contact for agency locations in need of IT support outside regular business hours.
• Completes all duties of the job and all work requirements.
• Models Goodwill’s core values, IMPACT. (Inspire Others, Mission First, People Matter, Align with Community, Create Opportunity, Tell our Stories)

Qualifications:

• Associate of Applied Science Degree in Computer Science, Computer Networking, or related IT field, or a minimum of 2 years of any combination of military service, secondary education, or related full-time employment.
• Minimum of 1 year experience in the areas of end-user support and maintenance of PC hardware and software in a Windows environment required.
• Effective written and verbal communication skills.
• Computer proficiency.
• Ability to handle and maintain confidential information.
• Possess a positive attitude and infect others with similar enthusiasm
• Loyalty to the agency and its mission and policies.
• Reliable transportation, valid driver’s license and automobile insurance.
• Ability to use good judgment, discretion, and initiative.