Do you have a passion for IT and for serving others?
Goodwill of Greater Detroit turns 104 this year. Join us as we move into the next 100 years of building pathways to independence through personal development and the power of work. Your efforts across our social enterprises, which include education, manufacturing, retail, logistics and recycling will help make a lasting difference in people's lives and the lives of their families. In recent years we have made significant investments to better serve our clients. Those investments include a new manufacturing facility, new retail warehouse and a welding school. And in 2024 we will be adding two new mission focused stores and an occupational training school specializing in the setup and maintenance of electric vehicle charging stations. We have also made significant investments in IT, both in infrastructure and new core systems (HRIS, Point of Sale and CRM) and we are on track to continue this pattern with upcoming projects to replace our finance systems, improve our manufacturing systems and continue to expand our retail systems.
We are currently in search of a Technical Support Analyst. The Technical Support Analyst’s primary duties will be to provide hands on day to day IT support across multiple locations.
Primary responsibilities include preparing, configuring, installing and upgrading end user laptop and desktop hardware and software as well as printers and other peripheral devices, maintaining accurate hardware and software inventories, maintaining the IT playbook and working closely with fellow IT staff as well as external vendors both on support tasks and new projects.
You will have the opportunity to work hands on with a wide range of technologies across multiple lines of business. Success in this job revolves around a balance of professionalism, time management, communication, eagerness, solid technical problem solving skills and a strong focus on customer service.
EDUCATION:
Bachelors Degree in Computer Science or related field preferred. In lieu of a degree, a high school diploma and equivalent skills and specific training or certification.
EXPERIENCE: Two (2) years experience providing technical support in a Microsoft Windows environment. One (1) year of system administration experience supporting Windows Servers and Office 365. One (1) year of phone system administration experience.
KNOWLEDGE/ABILITIES:
Intermediate knowledge of MS Windows Operating Systems, MS Office, Office 365, SharePoint, OneDrive, Teams, Active Directory, various backup, imaging and MFA and VPN solutions.
Intermediate knowledge of TCP/IP and OSI model.
Fluent in PowerShell.
Experience with support of Android, iOS, Linux and RaspberryPi’s Ability to setup and operate PCs, servers and peripheral equipment. Capable of organizing random data and communicating effectively. Capable of adapting to new technology that impacts the evolution of the organization’s systems.
PHYSICAL DEMANDS: Light lifting may be required for system or peripheral setup situations.
MENTAL DEMANDS: Demonstrate effective independent decision making and problem solving skills. Must be able to meet performance goals and timelines. Required to remain objective and to appropriately respond while serving internal customers with changing priorities.
MACHINES/EQUIPMENT: Use of a personal computer at an advanced level
WORKING CONDITIONS: Interact positively in the community, as well as, office and industrial settings. Some duties necessitate working before or after the normal business day or on weekends.
OTHER REQUIREMENTS: Local travel is required. Must possess a reliable vehicle, possess and maintain a valid State of Michigan driver’s license and proof of insurance. Must demonstrate high standards of ethical conduct.
MISSION STATEMENT
“We build pathways to independence through personal development and the power of work”
Position Duties:
1. Establish and maintain network credentials for both external and internal users. Setup user accounts and corresponding access rights to various multi-user applications and data folders.
2. Assist the Lead Technical Support Analyst, other IT staff and external vendors with project related work as required.
3. Keep accurate records of IT service requests, hardware and software inventory.
4. Perform network and system recovery operations when required. Assist the Lead Technical Support Analyst in testing of the agency’s network disaster recovery and business continuity processes.
5. Respond to alerts from external IT partners.
6. Assist external IT partners with “hands and eyes” support for ongoing projects and support incidents.
7. Provide end user help desk support for hardware, software and peripherals Perform hardware builds, configuration and installs. Perform basic hardware repairs and upgrades as necessary. Communicate effectively with external IT partners and hardware and software support services and vendors.
8. Assist the Lead Technical Support Analyst with quality assurance checks and assure compliance with agency policies and procedures.
9. Assures all systems and software installations conform to corporate and departmental policies, standards and requirements.
10. Document IT processes and procedures, contribute to and update the IT Playbook
11. Handle highly confidential information/material.
12. Provides coverage for other members of the IT team when necessary.
13. Perform other assignments and duties as required.