IT Support Specialist

Goodwill of Greater Washington • Washington, DC

6d

About The Position

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.

Requirements

• Must have own reliable transportation, valid driver’s license, and be able to drive to any location within the Goodwill market area.
• Working knowledge of basic hardware and software systems
• Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.
• Basic troubleshooting skills and the use of remote troubleshooting applications
• Detail-oriented and well organized
• Ability to multitask
• Self-motivated to address IT concerns
• Proven Break/fix computer skills
• High School Diploma or equivalent
• One to two years industry experience, support center or helpdesk
• A+ Certification

Nice To Haves

• Certificate in Computer or IT related area of study or equivalent
• MCSA (Microsoft Certified Systems Administrator)
• POS support experience preferred.

Responsibilities

• Provide remote/in-person technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Manage and track issues and escalations to ensure timely resolution of customer issues.
• Travel to store locations to provide hands-on support.
• Respond to email messages and phone calls for internal customers seeking help.
• Logs all request into the helpdesk system.
• Troubleshoots hardware and software problems, assists users with desktop applications and provides user training.
• Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner.
• Provides first-level telephone, email, and web support for computer systems, software, hardware, and telecommunication systems.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Performs other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED