Technology Support Specialist Help Desk & Training

$50,939 - $53,934/Yr

Goodwill - Harrisburg, PA

Full-time - Entry Level

Harrisburg, PA

Social Assistance

About the position

The Technology Support Specialist - Help Desk & Training at Goodwill Keystone Area is responsible for providing technical support and training to all end-users within the organization. This role focuses on ensuring excellent workstation support, troubleshooting issues, and maintaining network performance while promoting a culture of belonging and respect for diversity.

Responsibilities

• Provides excellent support for workstations including troubleshooting problems, upgrades, software and hardware maintenance and security.
• Assists in supporting firewalls, routers, hubs and telecommunication equipment at all locations.
• Assists with IT help-desk to support end users.
• Maintains network performance by performing network monitoring and analysis including troubleshooting of network problems.
• Reports escalating problems to IT Help Desk Manager.
• Diagnoses issues and provides step-by-step instructions to end users to resolve issues.
• Assists with maintaining a help-desk system and works with IT Help Desk Manager to identify trends and establish long-term solutions.
• Prepares computer equipment for deployment to store locations and tests equipment prior to openings.
• On-site support during 'go live' days for new store locations.
• Assists with imaging processes for all endpoints (POS, Production, Laptops, Desktops, Etc.).
• Updates IT Manuals to ensure current information and communicates changes in a timely manner.
• Travels regularly to Goodwill sites for site audits and training events.
• Provides technical computer training to new users and re-training as necessary.
• Maintains the AD and Azure user list and updates on a scheduled basis.
• Monitors and maintains Power Automations to ensure regular operations.
• Works with Loss Prevention to setup new computers for IP based camera systems.
• Conducts user surveys to ensure ongoing excellent customer service.
• Promotes an environment of workplace safety and communicates progress, problems, and concerns to the IT Help Desk Manager.

Requirements

• Bachelor's degree in Networks/Communications/Computer Information Systems; or Associates Degree in related IT field plus two (2) years' experience; or HSD/GED and four (4) years' relevant experience.
• Prior experience with end user computer training including hands-on preferred.
• Prior experience with IP based camera systems a plus.
• Prior experience with Power Platform a plus.
• Excellent knowledge of networking and computer hardware/software applications.
• Above average interpersonal skills and ability to work across the organization.
• Excellent verbal and written communication skills.
• Prior experience troubleshooting and providing hardware and desktop support to end-users.
• Detail oriented with the ability to multitask.
• Flexible to work day/evening weekend hours and be on-call as needed.
• Possess a valid driver's license and reliable vehicle.

Nice-to-haves

• Experience with IP based camera systems.
• Experience with Power Platform.

Benefits

• Competitive hourly wage
• Hybrid work environment
• Opportunities for professional development and training