Reference #: 198393 Job Details Job Location

Harrisburg Campus - Harrisburg, PA

Position Type

Full Time

Salary Range

$24.49 - $31.84 Hourly

Description

Position:  Technology Support Specialist - Help Desk & Training Department:  Technology Reports to:  IT Help Desk Manager Status:  Non-Exempt Goodwill is committed to creating a culture of belonging where all people feel respected and valued. This is because we celebrate the diversity of thought, the richness of the human experience and the desire to reflect the communities we serve. Summary Provides technical support to all of the Organization's end-users in the area of Goodwill Keystone Area Network. Provides excellent workstation support, customer service and training to all Goodwill employees at all times. Duties and 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. Assists in the maintenance of 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 locations. Diagnoses issues and provides step-by-step instructions to end users to resolve issues. Assists with maintaining a help-desk system and works with IT Help Desk Manager to identify trends and works to establish long-term solutions along with identifying needed training areas.  Works with IT Help Desk Manager on connectivity issues and system outages. Assists with preparing computer equipment for deployment to store locations. Assists with testing equipment prior to openings and goes on-site if needed to ensure computer system operations and resolves issues with functionality. Tests all equipment prior to deployment to ensure systems are functioning as needed for users, resolves issues with functionality, and is on-site for "go live" days for new store locations. Assists with imaging processes for all endpoints (POS, Production, Laptops, Desktops, Etc.). Assists in updating the IT Manuals to ensure that information is current. Communicates changes in a timely manner. Travels regularly to Goodwill sites to complete both site audits for compliance requirements and training events for Goodwill Staff. Technology Support Specialist - Help Desk & Training- continued Provides technical computer training to new users as well as providing re-training as required or necessary. Identifies and establishes training needs with supervisor and proactively initiates participation in appropriate training opportunities. Maintains the AD and Azure user list and updates on a scheduled basis to ensure terminations and new hires are updated in the system. Ensures the security of the system. Assists end-users with user ID issues. Assists with the monitoring and maintenance of Power Automations to ensure regular operations and resolves issues with functionally. Works with Loss Prevention to setup new computers for IP based camera systems. Supports the Loss Prevention team in troubleshooting computers for IP based camera systems. Assists with daily monitoring for compliance with HIPAA, PCI and Hi-Tech compliance. Conducts user surveys to ensure ongoing and excellent customer service to all users. Identifies and establishes training needs for self with supervisor and proactively initiates participation in appropriate training opportunities. Maintains personal networks, reads professional publications and participates in educational opportunities to maintain level of knowledge. Promotes an environment of workplace safety. Assures that duties are performed in a safe manner and safety requirements are adhered to. Communicates progress, problems, and concerns to the IT Help Desk Manager.

Qualifications

Education and Experience Bachelor's degree in Networks/Communications/Computer Information Systems; or Associates Degree in related IT field plus two (2) years' experience; or HSD/GED and four (4) years' relevant experience which enables the individual to meet the standards and expectations of the position. Prior experience with end user computer training including hands-on preferred. Prior experience with IP based camera systems a plus. Prior experience with Power Platform a plus. Skills/Abilities/Qualifications Must demonstrate excellent knowledge of networking. Must demonstrate excellent working knowledge of computer hardware and software. applications Must demonstrate above average interpersonal skills and ability to work across the organization and levels of employees. Must possess excellent verbal and written communication skills. Prior experience troubleshooting and providing hardware and desktop support to end-users. 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 have a cell phone. Must possess a valid driver's license, reliable vehicle, ability to travel GKA territory, and satisfactorily complete a motor vehicle check on an annual basis. Physical Requirements Must be able to lift 50 pounds maximum occasionally and lift/carry up to 25 pounds frequently.

Goodwill Keystone Area is an Equal Opportunity Employer (EEO/Disabled/Veterans Employer)