Technology Support Specialist Help Desk & Training

Goodwill • Harrisburg, PA

70d • $24 - $25

About The Position

The Technology Support Specialist - Help Desk & Training position at Goodwill Keystone Area involves providing technical support to all end-users within the organization. The role requires excellent workstation support, customer service, and training for all employees. The specialist will assist in troubleshooting problems, performing upgrades, and maintaining software and hardware security. The position also includes responsibilities such as supporting firewalls, routers, and telecommunication equipment, as well as maintaining network performance through monitoring and analysis. The specialist will report escalating issues to the IT Help Desk Manager and provide support across all Goodwill Keystone Area locations. Additionally, the role involves preparing computer equipment for deployment, conducting user training, and maintaining IT system manuals.

Requirements

• Bachelor's Degree in Networks/Communications/Computer Information Systems (preferred) or relevant field; or Associates Degree in Networks/Communications/Computer Information Systems (preferred) with two (2) years' experience in the relevant field; or HSD/GED and four (4) years' relevant experience.
• Prior experience with end user computer training including hands-on preferred.
• Prior experience with IP based camera systems a plus.
• Prior experience troubleshooting and providing hardware and desktop support to end-users.
• Must demonstrate excellent knowledge of networking.
• Must demonstrate excellent working knowledge of computer hardware and software applications.
• Must possess excellent verbal and written communication skills.
• Must be detail oriented and have the ability to multitask.
• Must be able to work flexible day/evening weekend hours and be on-call as needed.
• Must possess a valid driver's license and reliable vehicle or reliable transportation.
• Must have a cell phone.

Nice To Haves

• Prior experience with IP based camera systems.

Responsibilities

• Provides excellent support for workstations including troubleshooting problems, upgrades, software and hardware maintenance and security.
• Assists in supporting firewalls, routers, hubs and telecommunication equipment at all locations.
• Assists with IT help-desk to support end users.
• Maintains network performance by performing network monitoring and analysis including troubleshooting of network problems.
• Reports escalating problems to IT Help Desk Manager.
• Provides support to users at all Goodwill Keystone Area locations.
• Diagnoses issues and provides step-by-step instructions to end users to resolve issues.
• Maintains a help-desk system and works with IT Help Desk Manager to identify trends and establish long-term solutions.
• Assists with preparing computer equipment for deployment to store locations.
• Travels regularly to Goodwill Keystone Area sites for site audits and training events.
• Updates IT System Manuals and Training Manuals to ensure current information.
• Creates additional 'Tips' emails for users.
• Provides technical computer training to new users and re-training as necessary.
• Maintains the IT system user identification database and updates it regularly.
• Assists end-users with user ID issues.
• Supports the Loss Prevention team in troubleshooting computers for IP based camera systems.
• Conducts user surveys to ensure ongoing excellent customer service.
• Promotes an environment of workplace safety.

Benefits

• Equal Opportunity Employer
• Commitment to diversity and inclusion

What This Job Offers

• Job Type: Full-time
• Industry: Social Assistance
• Education Level: Bachelor's degree