Service Desk Technician

Goodwill of Central and Northern Arizona

1d•Onsite

About The Position

Performs a variety of duties, such as computer problem analysis, triage and resolution, creation of access to services and completion of requests for the team members who use computer technology products at Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities.

Requirements

Minimum 6 months experience supporting PC software, hardware and peripherals in an office environment as a Service Desk or Help Desk technician
Excellent verbal and written communication skills
Knowledge or administration of any or all of these, preferably: Citrix XenDesktop, Microsoft Dynamics, Okta, SharePoint, SCCM, Office 365 Administration, and macOS desirable
Expert use and troubleshooting knowledge of business/office software such as Microsoft Office Suite
Intermediate use and troubleshooting skills of PC hardware and peripherals
Ability to collaborate and work effectively in partnership with others
Strong customer service orientation
Ability to multi task and work in a fast paced environment
The ability to multi-task and pay close attention to detail
Valid drivers' license and clean MVR
Ability to pass a background check and drug screen, where applicable for position
Ability to speak and read English proficiently
Ability to obtain or currently retains a Fingerprint Clearance Card

Nice To Haves

Associates Degree in IT field preferred, or related work experience preferably in an IT Service Desk/Call Center environment
Support of hardware in a Retail environment preferred
A+ Certification preferred (or willing to obtain during first year of employment with testing assistance provided)
ITIL v4 Foundations certification preferred (or willing to obtain with 1st year)
Additional technical certifications from Microsoft or other industry standard certifications are desirable

Responsibilities

Sets up, configures, and installs workstations, printers, peripherals and store hardware.
Provides exceptional technical customer service via telephone/email/web to end-users using industry standard customer service best practices.
Creates and updates user access and accounts along with completion of other requests for IT services.
Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction.
Provides excellent troubleshooting skills to diagnose, repair, maintain, and upgrade hardware and software.
Displays superior documentation skills using industry standards ticketing system best practices.
Utilizes effective troubleshooting skills to diagnose, repair, maintain, and upgrade hardware and software.
May be required to travel (may include overnight stay) to various GCNA locations to perform duties.
Participate in a weekly on-call rotation to provide after-hours support, ensuring timely response to critical incidents, system outages, and service disruptions.
Trains and guides end-users on the use of systems, applications and the network, as appropriate.
Maintains regular and consistent in-person attendance.
Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
Performs other related duties, as assigned.