IT Service Desk Field Technician

$61,360 - $70,720/Yr

Goodwill - Saint Paul, MN

Full-time - Entry Level

Saint Paul, MN

Social Assistance

About the position

The IT Service Desk Field Technician at Goodwill-Easter Seals of Minnesota (GESMN) plays a crucial role in managing the organization's hardware and software assets while serving as the primary field technician for the IT department. This position is essential for providing regular technical support to GESMN staff across various retail and office locations. The technician will be responsible for day-to-day troubleshooting and effective communication with end users regarding hardware, software, network issues, and all other computer-related systems and peripheral devices. In a typical day, the IT Service Desk Field Technician can expect to engage in several key activities. The role involves managing IT Service Desk Operations, which includes the intake and resolution of first and second-level IT service requests through the internal ticketing portal, phone, email, and occasional in-person interactions. A significant emphasis is placed on hardware and peripheral support, ensuring that all technical issues are addressed promptly and efficiently. Additionally, the technician will provide IT Field Support Services, which entails offering in-person support for IT service requests at retail stores and service locations. This hands-on approach is vital for maintaining operational efficiency and ensuring that staff have the necessary tools and support to perform their jobs effectively. The technician will also be responsible for IT Asset Management, adhering to established policies and procedures to ensure accurate inventory and quality control of all IT assets throughout their lifecycle. Goodwill-Easter Seals Minnesota prioritizes work-life balance, offering competitive pay, flexible hours, and a variety of benefit options, including a generous paid time off (PTO) program, competitive medical, dental, and vision plans, employer-paid life insurance, and a 401(k) plan with employer matching. Opportunities for career development and advancement are also available, making this position an excellent opportunity for those looking to grow within the IT field.

Responsibilities

• Intake and resolution of first and second level IT service requests via the internal ticketing portal, phone, email, and in-person interactions.
• Provide field support for IT service requests that require in-person assistance at retail stores and service locations.
• Adhere to established policies, procedures, and processes for IT asset management to ensure correct inventory and hardware quality control throughout the lifecycle of all IT assets.

Requirements

• Excellent customer service, verbal, and written communication skills.
• Thorough understanding of Microsoft Windows, Microsoft Office 365, and other Microsoft technologies including Active Directory, Exchange, and Teams.
• Ability to troubleshoot and support end user workstations and peripherals, including laptops, desktop computers, printers, and mobile devices.
• Ability to resolve user connectivity issues, including both wired and wireless LAN connectivity as well as remote access (VPN).
• Ability to provide rotating, on-call coverage per the GESMN IT Team On-Call Requirements.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent analytical and problem-solving skills.
• Ability to build relationships and work across teams.
• Ability to adapt to last minute requests in a fast-paced environment.
• Must have a valid driver's license.

Nice-to-haves

• Relevant Microsoft, CompTIA or IT-related certifications preferred.

Benefits

• Generous paid time off (PTO) program
• Competitive medical, dental and vision plans
• Employer-paid life insurance
• 401(k) plan with employer match
• Employee discount!