IT Support Specialist at Goodwill of… · US-DC-Was…

Summary: Goodwill of Greater Washington is seeking an IT Support Specialist to provide high-level customer service and resolve IT-related issues. The role involves providing technical assistance, managing support requests, and ensuring timely resolution of customer issues. Responsibilities: - Provide remote/in-person technical assistance and support for incoming queries and issues related to computer systems, software, and hardware - Manage and track issues and escalations to ensure timely resolution of customer issues - Travel to store locations to provide hands-on support - Respond to email messages and phone calls for internal customers seeking help - Logs all request into the helpdesk system - Troubleshoots hardware and software problems, assists users with desktop applications and provides user training - Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner - Provides first-level telephone, email, and web support for computer systems, software, hardware, and telecommunication systems - Follow up with customers to ensure issue has been resolved - Gain feedback from customers about computer usage - Performs other job-related duties as assigned Required Qualifications: - Must have own reliable transportation, valid driver's license, and be able to drive to any location within the Goodwill market area - Working knowledge of basic hardware and software systems - Working knowledge of Microsoft products such as Outlook, Word, Excel, etc - Basic troubleshooting skills and the use of remote troubleshooting applications - Detail-oriented and well organized - Ability to multitask - Self-motivated to address IT concerns - Proven Break/fix computer skills - High School Diploma or equivalent - One to two years industry experience, support center or helpdesk - A+ Certification Preferred Qualifications: - Certificate in Computer or IT related area of study or equivalent - MCSA (Microsoft Certified Systems Administrator) - POS support experience preferred Required Skills: Hardware systems, Software systems, Microsoft Outlook, Microsoft Word, Microsoft Excel, Remote troubleshooting applications, Break/fix computer skills, A+ Certification, MCSA Certification, POS support, Patience