IT Support Specialist - Decatur

Are you a person who loves ensuring proper computer operation so that end users can accomplish organizational tasks? When you work with Goodwill of North Georgia you'll receive valuable training, experience and benefits.

What you'll be doing:

As the IT Support Specialist, you will be responsible for ensuring proper computer operation so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and helpdesk tracking tools, as well as requiring that you give hands-on help.

You will also:

• Provide technical support via phone, emails, and remote tools and onsite visits as necessary to end-users
• Responsible for the setup, configuration and installation of workstations, printers, peripherals and store hardware
• Responsible for accurate documentation, ticketing, and tracking of inbound technical support calls and providing accurate and professional resolution on all supported issues in a timely manner
• Responsible for timely monitoring of IT Help Desk
• Actively work and triage incoming help and support requests from end users via both telephone and helpdesk tickets in a courteous manner
• Prioritize and schedule support tickets based on severity and service level agreement (SLA); Escalate problems as needed or when required
• Record, track, and document the helpdesk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Utilize required diagnostic utilities to aid in troubleshooting as needed
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware, configuring systems and applications
• Develop help sheets and knowledge base articles for end users
• Provide afterhours support as assigned and in accordance with afterhours support procedures

What we're looking for:

Requirements:

• High School Diploma or GED required; Bachelor's Degree in Computer Science preferred
• Minimum one (1) year of experience of PC hardware and software troubleshooting
• A+ certification a plus
• Knowledge and experience in MS Office 365 installation and troubleshooting
• Knowledge of Operating Systems including Windows 10 & MacOS
• Knowledgeable of phone support skills for troubleshooting remote issues
• Knowledge and experience in PC hardware installation and troubleshooting
• Knowledge of troubleshooting client-side issues such as virus and spyware/malware

Working Environment Conditions/Requirements:

• The ability to push, pull, lift, up to 50lbs. with or without accommodations
• Must be able to stand and or walk for extended periods of time
• The ability to bend, reach and grasp throughout the work day
• Must be able to work flexible hours to provide support for end user, locations, project implementations and location set ups as required
• Must be able to travel to or required to travel to various agency locations to perform support duties as needed

Does this sound like a place for you? If so, please apply today. Our process takes about 10 minutes to complete. Once you do, our recruiting team will reach out to you within a few days. Thank you for your time and your interest in Goodwill of North Georgia.

Goodwill of North Georgia is an Equal Opportunity Employer. It is the policy of Goodwill to consider applicants based solely on qualifications and merit; without regard to race, color, religion, national origin, sex, age, sexual orientation, disability, or protected veteran status.