IT Helpdesk Support - Tier I
About The Position
The IT Helpdesk Support Specialist (Tier I) provides timely technical assistance to employees across Goodwill Legacy Group. This hands-on, fast-paced position combines helpdesk support, onsite troubleshooting, and operational IT support for computers, printers, phones, tablets, and other technology. The position is based at the corporate office in downtown Indianapolis and reports directly to the IT Service Manager. Typical support hours are 7:00 a.m.–4:00 p.m. or 8:00 a.m.–5:00 p.m., Monday through Friday. The stated general salary range is $17–$20 per hour. The role requires a customer-focused, organized approach to solving technical challenges in a mission-driven organization. No degree or credentials are required. Full-time employees may participate in the benefits program described below.
Requirements
- No degree or credentials are 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 document, maintain, and follow structured IT processes, policies, procedures, checklists, and security requirements.
- Ability to maintain accurate IT documentation, including asset and inventory records, trouble tickets, knowledgebase articles, checklists, user instructions, and project requirements.
- Customer-focused approach, including listening, empathy, appropriate questioning, and timely professional service to internal and external customers.
- Ability to research information and unfamiliar problems, ask effective questions, and apply learning to new situations while managing time.
- Accountability, initiative, ownership of tasks and follow-up, and willingness to learn from mistakes.
- Ability to identify causes of workplace problems and propose and implement solutions that balance the needs of different stakeholders.
- Strong time management, planning, scheduling, coordination, and prioritization skills; ability to adapt to changing priorities and deadlines while maintaining a positive attitude.
- Effective oral, written, visual, non-verbal, and listening communication skills.
- Ability to regularly walk, frequently perform manual labor, occasionally stoop, kneel, or crouch, and occasionally lift or move up to 50 pounds.
- Ability to use power drills, screwdrivers, and cabling tools such as 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 production/operations.
- 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 submitted by ticket, phone, or in person.
- Provide Tier 1 troubleshooting for hardware, software, Goodwill-specific applications, phone and voicemail systems, and network connectivity; escalate complex issues when needed.
- Triage and prioritize support requests to promote timely resolution.
- Manage user accounts, permissions, access, VPN setup, and account creation.
- Provide onsite technical support at corporate and retail locations, including maintaining and troubleshooting IT equipment and conference room technology.
- Troubleshoot projectors, conference computers, audio/visual systems, and connectivity issues, including vComm modem reboots.
- Track and manage IT equipment and assets accurately.
- Create and maintain user documentation and educate staff on effective technology use.
- 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, and contribute to departmental projects and initiatives.
Benefits
- Continuing education and leadership development
- Tuition reimbursement
- Comprehensive health plan
- Paid time off (PTO)
- Paid holidays
- Sabbatical leave
- Parental leave
- Life insurance
- Dental insurance
- Vision insurance
- Short- and long-term disability plans
- Preventive health and wellness program
- Section 125 pretax health spending account, dependent care spending account, and premiums
- Retirement planning options with a company match
- Eligibility for the Public Student Loan Forgiveness (PSLF) program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
