IT Support Specialist - Goodwill of Greater Washington

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.

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. 

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.