Help Desk Technician I

Goodwill Northern New England•Gorham, ME

22h•Onsite

About The Position

This role will work out of our Gorham, ME headquarters and provide remote and on-site help desk support to end-users for 80 locations across Maine, New Hampshire, and Vermont. Location: Gorham, Maine - This is not a remote position JOB SUMMARY: The key job responsibility of all Information Technology employees is to provide excellent customer support to all agency technology users. This employee provides technical support for users and maintains computer equipment.

Requirements

High school diploma/GED required
A+ certification required
Working knowledge of computer systems, hardware, and software
Strong communication and problem-solving skills
Valid driver’s license with a satisfactory driving record
A criminal background check that meets Agency standards

Nice To Haves

1+ years experience in providing help desk-level support
Associate degree or equivalent experience
Microsoft Windows administration experience

Responsibilities

Utilizes Information Technology Service Management software to track Help Desk tickets and determine the best solution based on the issue and details provided by customers.
Serves as tier 1 support providing technical assistance via phone, email, or in-person to users on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, accessories, and software
Uses remote access software to provide technical support to end users
Coordinates with vendors for ordering new IT equipment and procuring replacement parts for faulty IT equipment
Provides weekly status reports the IT Support Manager
Attends and participates in assigned meetings
Performs quality assurance checks and follows up with customers on all issue resolutions performed
Utilizes Active Directory to create or disable user accounts as required
Performs hardware/software installations as assigned
Performs preventative maintenance on computer hardware and accessories according to scheduled time frames
Builds and repairs computer hardware as required
Supports IT projects by staging equipment and resources as required
Follows best practice change management procedures for network and database systems
Provides night and weekend on-call support as scheduled
Escalates unresolved issues to the appropriate IT support staff as necessary
Provides clear and timely communication to IT department employees and customers
Advances professional and technical knowledge by attending workshops, reviewing professional publications, obtaining industry certifications, and participating in professional societies
Other duties as assigned