Computer Support Specialist

Duties And Responsibilities

• Responsible for the administration, inventory, upgrades and maintenance of computer hardware, software, cabling, mobile devices, and communication systems including troubleshooting, vendor support, procurement of equipment, services and routine staff instruction.
• Ensures compliance with agency polices procedures, practices, PCI, CARF standards and safety/security measures.
• Processes, documents, and follows through with requests from Goodwill staff in a timely and efficient manner.
• Prepares evaluations of hardware, software, and communication systems, and recommend improvements or upgrades.
• Designs and implements projects based on business requirements.
• Provides budget information regarding computer needs.
• Assures cooperation and coordination of efforts of areas of responsibility with other departments, partners and vendors.
• Works with the Officer of Support Services for system upgrades and network connectivity issues.
• Maintains awareness of new and emerging technologies and products provided by IT.
• Provides support via phone, email, and in-person for end-users of laptop and desktop PC’s.
• Completes work order tickets, including ticket creation at the time of initial problem report/service request. Completes status documentation of open order tickets and proactively informs users of ticket status.
• Creates new user network and email accounts utilizing Active Directory and Microsoft Exchange.
• Diagnoses and resolves all PC support issues including hardware failures, OS errors, software compatibility issues, printing issues, etc.
• Assists with laptop and desktop PC support for on and off-site users with equipment running Windows OS in an Active Directory environment.
• Installs and tests computer equipment including, but not limited to, desktops, laptops, monitors, memory chips, cabling, etc.
• Provides conference room support, including troubleshooting A/V equipment and assistance with initial setup of meetings.
• Assists with the relocation and implementation of user IT equipment.
• Assists with meeting service requests SLA’s and project timelines.
• Responds to all computer issues or questions and computer training needs including new hire set-up, ongoing changes, etc.
• Supports other company issued equipment such as cell phones, tablets, etc.
• Ensures that all records are completed and filed in an accurate and timely manner.
• Possesses a positive attitude and infect others with similar enthusiasm.
• Models Goodwill’s core values, IMPACT.

Qualifications

• Associates or Bachelor’s degree in Computer Science, Computer Networking, or related IT field, or a minimum of 2 years of any combination of military service, secondary education, or related full-time employment.
• Minimum of 1-year experience in the areas of end-user support and maintenance of PC hardware and software in a Windows environment.
• Effective written and verbal communication skills.
• Computer proficiency.
• Ability to handle and maintain confidential information.
• Possess a positive attitude and infect others with similar enthusiasm.
• Loyalty to the agency and its mission and policies.
• Reliable transportation, valid driver’s license and automobile insurance.
• Ability to use good judgment, discretion, and initiative.