Service Desk Support

JOB SUMMARY: The IT Service Desk Support role is to provide a point of contact for end users to receive assistance. This role will be supporting all end users across multiple locations in person, over the phone, via email, and with remote assistance software in providing resolutions for desktop support requests. Assistance includes but is not limited to configuring, implementing, maintaining, and installing a wide array of software and hardware as well as being the front lines of support, working the help desk, diagnosing, repairing, documenting, monitoring and escalating end user issues through resolution. Strong technical and communication skills are essential.

This is not a supervisory role.

Benefits

• Medical
• Dental
• Vision
• Life
• 401k
• *All employees are eligible for the RISE program at Goodwill. RISE helps employees gain the skills they need for personal and career growth through career guidance, job training, and support for life’s challenges.
  
  

Essential Job Functions

• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Monitor, manage, and maintain the help desk and helpdesk/desktop related software.
• Conduct research on desktop products and recommend products for purchase.
• Troubleshooting and repairing to ensure laptops/desktops function correctly with multiple systems such as servers, storage, network, and applications.
• Work independently to troubleshoot all support requests and follow escalation policies
• Communicate directly with end users in person, over the phone, via e-mail and through remote assistance software to identify and resolve end user issues.
• Participate in testing, documenting, and implementing assigned projects.
• Track hardware/software, maintain inventory and software licensing.
• Perform other duties and projects as required by management.
  
  

Qualifications

• Associates Degree in related field or equivalent experience.
• Minimum three (3) years of IT Desktop Support experience.
• Minimum three (3) years of experience in Microsoft desktop operating systems including Microsoft Office
• Must be able to travel, normally within the city\state
• Certifications such as: Microsoft Certified Professional (MCP), Microsoft Certified Desktop Support Technician (MCDST), CompTIA A , etc.
• Strong work ethic, able to work with a sense of urgency in a fast-paced environment
• Valid Oklahoma Driver’s License and Car Insurance Verification, required.
• Must pass MVR check and maintain a good driving record.
  
  

Core Competencies

To perform the job successfully, an individual should demonstrate the following:

• Commitment to our Mission and Values.
• Functional/Technical -knowledge and skills to do the job.
• Results Driven – ability to meet organizational goals and customer expectations.
• Customer Focus -anticipates and meets the needs of internal and external customers.
• Time Management -uses time effectively and efficiently, prioritizes, and values time.
• Interpersonal Communication-effective communication through verbal and non-verbal methods.
  
  

Knowledge, Skills, And Abilities

• Ability to work well with a wide range of people.
• Demonstrate resourcefulness and ability to take initiative in development and completion of projects.
• Adept at working independently and collaboratively.
• Proficiency in Microsoft Office Products and applications.
  
  

PHYSICAL REQUIREMENTS: The characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• This position requires light physical work and requires use of standard office and classroom equipment. This work requires: Sitting for long periods of time; occasional bending, squatting, kneeling, stooping; good finger dexterity and feeling; repetitive motions; talking, hearing, and visual acuity.
• The ability to push, pull and lift up to 50 pounds, or more with assistance.
• Frequent use of ladder (heights) and working in ceiling areas.
• Moving heavy furniture to complete job task.
• Employee is required to operate a computer.
  
  

Work Environment

• Works in a climate controlled, office environment most of the time.
• Moderate noise level
• 40 hours per week and the work schedule may include days, evenings, weekends, holidays, and overtime, when required.
• Participation in department on-call rotation is required.
• Travel to all company locations, as required.
  
  

NOTE: The above statements are intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees in this position.

I have read this job description and understand the requirements of the position.