IT Helpdesk Support - Tier I

Goodwill of Central and Southern Indiana•Indianapolis, IN

4d•Onsite

About The Position

Goodwill Legacy Group’s IT Helpdesk Support Specialist (Tier 1) provides timely, effective technical support to employees across the organization. This hands-on, fast-paced position combines helpdesk assistance, onsite troubleshooting, and operational IT support. The role is based at the corporate office in downtown Indianapolis and reports directly to the IT Service Manager. Typical support hours are 7 AM–4 PM or 8 AM–5 PM, Monday through Friday. The general salary range is $17–$20 per hour. The position supports computers, printers, phones, tablets, and other technology used in the organization’s daily operations. It requires customer focus, organization, technical problem-solving, process discipline, and a willingness to learn. No degree or credential is required. Full-time employees may participate in the company’s benefits program.

Requirements

No degree or credential is required.
Strong troubleshooting skills with Windows-based systems and common business applications.
Basic understanding of network connectivity, hardware, and system troubleshooting.
Strong working knowledge of Google Workspace and MS Office.
Ability to write, document, maintain, and support accountability for IT processes, policies, and procedures.
Ability to identify and follow appropriate checklists for maintaining standards and complying with IT security requirements.
Customer-focused service skills, including listening, empathy, asking appropriate questions, and providing timely support in person, by phone, or by email.
Professional and positive attitude.
Ability to research information and unfamiliar problems, ask effective questions, develop plans, and apply learning to new situations.
Accountability, initiative, ownership of tasks and follow-up, and willingness to take on additional tasks.
Ability to identify causes of workplace problems and propose and implement solutions that balance different constituents’ needs.
Strong time management, planning, scheduling, coordination, and prioritization skills; ability to adapt to changing priorities and deadlines in a structured environment.
Effective oral, written, visual, non-verbal, and listening communication skills.
Regularly walk and frequently perform manual labor; occasionally stoop, kneel, or crouch; occasionally lift and/or move up to 50 pounds.
Use tools such as power drills, screwdrivers, and cabling tools, including crimpers.

Nice To Haves

Experience in a fast-paced or interruptive environment with a customer service focus, such as helpdesk assistance, Tier 2 support, rudimentary network and telecommunications activities, or a production or operations environment.
Experience managing high-volume, high-profile, or urgent requests.
Familiarity with an internal ticketing system.

Responsibilities

Serve as the first point of contact for IT support requests received through tickets, phone, and in-person requests.
Provide Tier 1 troubleshooting for hardware, software, Goodwill-specific applications, phone and voicemail systems, and network connectivity; escalate complex problems as needed.
Triage and prioritize incoming support requests to support timely resolution.
Manage user accounts, including permissions, access, VPN setup, and account creation.
Provide onsite technical support across corporate and retail locations.
Maintain and troubleshoot IT equipment and conference room technology, including projectors, conference computers, and audio/visual systems.
Provide connectivity support, including vComm modem reboots.
Maintain accurate inventory tracking and management of IT equipment and assets.
Create and maintain user documentation and educate staff on effective use of technology.
Stay current on system updates, best practices, and IT policies, and promote adherence across the organization.
Assist the IT Service Manager with operational IT functions.
Collaborate with vendors to resolve issues.
Contribute to departmental projects and initiatives as needed.
Document and maintain accurate records, including asset management, inventory parts, trouble tickets, knowledgebase articles, checklists, user instructions, and project requirements.