Help Desk Technician

Who We Are:

Goodwill NCW is a nonprofit organization with 28 retail stores across north-central Wisconsin.  We are proud of the life-transforming impact we make in our communities and to our planet with the help of our donors and shoppers. Together, we bring our values to life, power our mission of elevating people by eliminating barriers to employment and transform lives through skill building for sustained employment and improved financial stability. Our unwavering commitment to addressing the unique needs of our communities drives us to continuously evolve. 

What You’ll Get To Do:

• 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.
• Maintains the Help Desk tracking system, assists with Help Desk software maintenance, develops, and reports on trending of organizational issues and outages reported in the Help Desk tracking software.
• Maintains SharePoint system; updates site permissions as needed and assists with SharePoint maintenance.
• Provides meeting support as needed by troubleshooting technical issues, setting up audio-visual equipment, and ensuring smooth virtual and in-person meeting experiences.
• Acts as primary communication point during emergencies or outages defining means to send communications to impacted stakeholders as needed.
• Creates technical documentation and procedures and serves as the training resource in response to inquiries for technical support.
• Participates in the regular Help Desk rotation for evening and weekend phone support.
• Serves on cross-functional project teams.
• Stays informed of changes or advancements in technology to discover ways to improve area of responsibility.

What We Need From You:

• 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.
• Knowledge of computer systems, network systems and IP-based telephone systems.
• Excellent time management and prioritization skills and the ability to manage multiple projects simultaneously.
• At least an intermediate level of competency with Word, Excel, PowerPoint, Outlook and SharePoint.
• Strong interpersonal skills and ability to communicate with a diverse audience and all levels of management.
• Must be a self-starter with the ability to quickly assess priorities, engage resources, drive to resolution and deliver continuous improvement throughout the organization.
• Willingness and ability to participate in the Help Desk on-call rotation on evenings and weekends. Be available to serve on cross-functional project teams as needed.

Work Environment:

The physical demands described here are representative of those that must be met by a team member to successfully perform the key functions of this job. Accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Work is performed primarily in a standard office environment with extensive team member contact and frequent interruptions.
• Primary function requires enough physical ability and mobility to work in an office setting; to sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, twist, lift, carry, push, and/or pull light to moderate amounts of weight.
• Operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard.
• Travel to other locations using various modes of private and commercial transportation.
• Verbally communicate to exchange information.