Technical Support Representative

Goodwill of Southern Nevada•Paradise, NV

3d•$16 - $18•Onsite

About The Position

The Technical Support Representative position provides IT support to internal users of computer systems, software, and hardware through troubleshooting, diagnosing, and resolving various issues that may arise. Technical Support Representatives are responsible for communicating and coordinating with vendors as needed. Technical Support Representatives also provide guidance, training, and assistance to users on how to use technology effectively and efficiently.

Requirements

High school diploma or equivalent.
Proficient in Microsoft Office and related applications.
Knowledge of common operating systems, software applications, and hardware devices.
Proficient in providing verbal/written direction.
Ability to work independently and as part of a team.
Strong attention to detail and meeting deadlines.
Willingness to learn new skills and technologies.
Proven reliability in meeting attendance expectations.
Ability to perform various field work assignments.

Nice To Haves

Currently working towards obtaining an IT certification.
Minimum of one year of experience in providing technical support to users of computer systems, software, and hardware.
Ability to continuously perform repetitive work at a consistent pace.
Exhibits a high level of adaptability and flexibility.

Responsibilities

Follows and upholds the policies and procedures of the organization regarding the use of technology.
Receives and logs user requests made via phone, email, and in person; prioritizes requests by urgency and impact; updates requester and IT team on status of requests; completes and closes requests in a timely manner.
Assists internal team members with IT support as the first point of contact.
Provides new team members with workstation needs and account configuration(s).
Troubleshoots and resolves hardware and software issues for the organization (in person and remote).
Installs hardware and software programs as needed.
Maintains inventory of supplies needed to resolve hardware issues.
Develops and maintains a strong understanding of the organization’s business operation structure.
Develops and maintains a strong understanding of the products and services utilized throughout the organization.
Maintains, and creates as needed, documentation of procedures within the department.
Creates user guides and provides training to end-users for products used within the organization.
Performs routine maintenance on workstation hardware.
Possesses and executes efficient time management skills.
All other duties as assigned by management.
Assists in any other projects or tasks as determined by management.