GOODWILL GULF COAST

JOB DESCRIPTION

TITLE:                      IT Support Specialist                                        DATE WRITTEN:   08/2022

DEPARTMENT:        Administration                                                 SUPERVISED BY:  IT Support Specialist Lead

SUPERVISES:             N/A                                                                  STATUS:                  Non-Exempt

Mission Contribution: Provides support to Goodwill internal customers and makes sure that Goodwill information technology is in good working order and maintained according to standards set forth in the job description.

Function: To implement and maintain the technology and communications infrastructure.

Essential Functions:

1. Enter all service tickets, times worked and resolution into the helpdesk system.  Provide monthly report.
2. Solve all end user workstation, help desk, repair and troubleshooting issues, using the Network Administrator for support.
3. Act as liaison between end user and technical escalation team when tickets reach level 2 support.
4. Repair workstation PCs, using hardware and software approved by the IT Manager.
5. Ensure all operating systems and software versions are approved by the IT Manager.       
6. Keep an accurate and up to date spreadsheet of each workstation listing user, login, password, serial number, & install date.
7. Maintain the user accounts for the computer network.
8. Maintain email accounts for all employees.
9. Install and configure all new workstations per IT Manager’s specifications
10. Maintain and troubleshoot all communications devices.
11. Responsible for set up and maintenance of all audio visual equipment in meeting rooms.
12. Provide excellent customer service to all internal customers
13. Acts as a positive role model for employees in all aspects of professional performance.
14. Observes safety procedures and personnel policies.
15. Regular attendance is required.
16. Other duties as assigned.          

Skills, knowledge and abilities: (these are required to enable job holder to perform the essential functions of the job).

1. Must have strong troubleshooting and critical thinking skills
2. Must have the ability to diagnose and resolve basic computer technical issues
3. Must be able to interact cordially and productively with a variety of people.                             
4. Must be able to market Goodwill and explain the mission to the general public.               

5.   Must possess good organizational and communication skills.

6.   Must be able to keep information confidential.

7.   Must be able to read, write and communicat