Description

GENERAL SUMMARY:

The Level Two Information Technology Technician provides support to the office users, off-site users and Retail Stores and Outlets and other non-profit organizations under the umbrella of Goodwill Industries of Sacramento Valley and Northern Nevada Inc. Support includes but not limited to installation testing and troubleshooting of desktop computer systems point of sale software and hardware and other IT applications.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Maintains regular interaction with application software and operating systems to effectively diagnose and resolve problems.
• Provides a high level of customer service to users via phone, online and in person.
• Supports staff (onsite and/or remotely) on Windows computer systems, data network and their associated software and hardware.
• Assists with short-term and long-term assignments and projects within the department.
• Provides IT support to stores and office staff over the phone or in person.
• Provides level I & II technical support to all users while assisting in the management, updating, and escalating of trouble tickets through an internal ticketing system.
• Maintains operations by following policies and procedures and contributes to team effort by accomplishing projects as assigned.
• This position requires traveling to Goodwill Stores throughout Sacramento County and Northern Nevada and other Non-Profit offices and locations as needed.
• Ensures compliance with all Goodwill Industries Sacramento Valley Northern Nevada policies, CARF standards, and safety and security regulations.
• Performs other duties as assigned.

QUALIFICATIONS:

• Understanding of Microsoft Local and Azure Active Directory, including file and printer sharing, file permissions and other standard features.
• Understanding and experience working with Microsoft Office365.
• High school graduate or Equivalency.
• Minimum of three years IT support experience.
• Demonstrated independent analyses, communication and problem-solving skills.
• Ability to provide support for Windows OS supported operating system.
• Ability to perform desktop level operating system rebuild, migrations and IT Desktop project deployments.
• Understanding and experience with backup restoration and cloning.
• Basic scripting and PowerShell knowledge.
• Familiar with computer security and cyber security standards and procedures.
• Familiar with patching and patch management.
• Strong analytical, conceptual and problem-solving abilities.
• Strong knowledge of Microsoft Office Suite.
• Ability to prioritize and execute tasks in a fast-paced environment while interacting with multiple departments.
• Basic Networking knowledge and understanding of VLANs and Subnets and troubleshooting LAN/WAN/WLAN equipment and connectivity issues.
• Ability to provide technical support for multiple internet browsers such as Internet Explorer, Edge, Firefox, and Chrome.
• Experience with Mobile devices and Mobile Device Management Software such as JAMF, Addigy, etc.)
• Basic VoIP experience.
• CompTIA A , Network , Security or other related field certifications are highly preferred.
• Excellent customer service skills.
• Proactive approach towards IT projects and support.
• Ability to maintain confidentiality.
• Excellent typing and data entry skills.
• Demonstrated organizational skills with a firm attention to detail.
• Positive attitude with a willingness to learn.
• Ability to work in a diverse and accelerated environment with creativity and flexibility.
• Must provide proof of identification and eligibility to work in the United States.
• Must pass a drug-screening test.
• Must pass a background screening.
• Must possess a valid California driver’s license and insurable driving record and reliable transportation.
• No record or disclosure of criminal conviction that indicates a tendency toward theft, violence, dishonesty, deceit, drug use, moral turpitude or predatory behavior in conflict with the functions listed within this job description.
• Must immediately inform Supervisor of any arrests and/or convictions that occur while employed at Goodwill.
• Must not present a direct threat to the safety and health of self, others, or property.
• Ability to lift objects of up to 50 lbs.
• Flexible to take turns for weekend coverage if needed.
• Must include three professional references in the application.

POSITION SUPERVISED:

• No positions supervised.

POSITION INFORMATION:

This position is a full time, non-exempt position eligible for Medical, Dental, Vision, Life Insurance; 403(b) retirement plan; Paid Holidays, Vacation and Sick Leave. This position is employed by Goodwill Industries® of Sacramento Valley and Northern Nevada, Inc.

WORK CONDITIONS/HAZARDS:

• Work is performed with minimal supervision and requires initiative and sound judgement.
• Work is primarily performed in an office environment.
• Requires travel to store locations, government agencies or Goodwill functions.
• High adaptability required.
• Work environment usually hectic/fast paced with frequent short deadlines and regular instances of critical or unusual situations.
• Limited hazards due to lifting, pulling, and pushing merchandise by self or others.
• Might require bending, kneeling crawling and climbing a ladder.

This job description does not cover all the activities, duties or responsibilities required of this role. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice to accommodate the needs of the organization. 

Offers of employment may be contingent on satisfactory results of a criminal history background check and drug test.

This organization participates in E-Verify. E-Verify is a service that verifies authorization to work in the U.S. through the U.S. Department of Homeland Security (DHS) and the U.S. Department of Social Security (SSA).

Qualifications