SPECIALIST, IT (HELP DESK)
: Job Details :

Job DetailsLevelExperiencedJob Location7400 SCOTT HAMILTON DR SUITE 50 - LITTLE ROCK, ARPosition TypeFull TimeEducation LevelNot SpecifiedSalary Range$18.00 HourlyTravel PercentageUp to 25%Job ShiftDayJob CategoryInformation TechnologySPECIALIST, IT (HELP DESK)GENERAL DESCRIPTION OF POSITIONThe Help Desk Technician will be our first contact for technical support for both on-site and remote users. The technician will provide prompt assistance for all tickets assigned to IT. Uphold a positive work environment that follows Goodwill's Amazing Customer Experience (ACE) culture, Values, and Mission in everything you do and every interaction you have with co-workers, clients, customers and management. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Support onsite and remote users by performing problem analysis for the operator, software, or hardware errors. 2. Implement, maintain and manage Point of Sale systems and networks. 3. Author, maintain, and update easy to understand and execute end user documentation. 4. Document activities and processes. 5. Manage ticket system and properly escalate appropriate issues. 6. Support all IT devices including but not limited to cell phones, paging systems, IP cameras, VoIP phones, ESI phones, firewalls, APs, etc. 7. Maintain inventory for hardware and software by employee and department. 8. Assist on organization-wide projects that relate to Information Technology. 9. Participate in on-call rotation.10. Perform hardware/software installation, upgrades and maintenance for new and current systems.11. Perform other duties as required or assigned.12. Perform any other related duties as required or assigned.QualificationsQUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.EDUCATION AND EXPERIENCEHigh school or GED, plus specialized schooling and/or on-the-job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc, plus 12 to 18 months related experience and/or training, or equivalent combination of education and experience.COMMUNICATION SKILLSAbility to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence. ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, the general public, and other employees of the organization.REQUIRED CERTIFICATES, LICENSES, REGISTRATIONSCustomer service skills Ability to diagnose and resolve basic technology issues Ability to write technical documentation and proceduresPREFERRED CERTIFICATES, LICENSES, REGISTRATIONSCertifications: A+SOFTWARE SKILLS REQUIRED Intermediate: SpreadsheetINITIATIVE AND INGENUITYSUPERVISION RECEIVEDUnder general supervision where standard practice enables the employee to proceed alone on routine work, referring all questionable cases to supervisor.PLANNINGLimited responsibility with regard to specific assignments in planning time, method, manner, and/or sequence of performance of own work operations.DECISION MAKINGPerforms work operations which permit frequent opportunity for decision-making of minor importance and which would not only affect the operating efficiency of the individual involved, but would also affect the work operations of other employees and/or clientele to a slight degree.ANALYTICAL ABILITY / PROBLEM SOLVINGModerately structured. Fairly broad activities using moderately structured procedures with only generally guided supervision. Interpolation of learned things in somewhat varied situations.ACCOUNTABILITYFREEDOM TO ACTStandardized. Accepted processes covered by well-defined standardized policies and procedures with supervisory review.PUBLIC CONTACTOccasional routine contacts with persons outside the organization. This would include contacts with suppliers, mail service, etc.EMPLOYEE CONTACTContacts occasionally with others beyond immediate associates, but generally of a routine nature. May obtain, present or discuss data, but only as pertains to an immediate and specific assignment. No responsibility for obtaining cooperation or approval of action or decision.USE OF MACHINES, EQUIPMENT AND/OR COMPUTERSRegular personal computer support, technical help, and/or basic software support, database analysis, level I technician, project coordination, installation and help desk.WORKING CONDITIONSPeriodically exposed to such elements as noise, intermittent standing, walking, pushing, carrying, or lifting; but none are present to the extent of being disagreeable.ENVIRONMENTAL CONDITIONSThe following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the functions of this job, the employee is occasionally exposed to work in high, precarious places, fumes or airborne particles, risk of electrical shock. The noise level in the work environment is usually moderate.PHYSICAL ACTIVITIESThe following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to stand, walk, sit, use hands to finger, handle, or feel; frequently required to reach with hands and arms; and occasionally required to climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds; regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; distance vision; and color vision.