IT Support Specialist

Do you have a desire to work for an organization driven by empowerment and full inclusion? Goodwill Easterseals Miami Valley is one of the largest employers in the region; with the mission to empower those with disadvantages and disabilities to improve their quality of life. We employ over 600 associates just in our retail stores alone. GESMV also offers over 40 programs and services to the community ranging from job readiness programs to assistive technology services. We offer part-time and full-time positions, with a variety of schedules and hours available. We are always looking for driven, enthusiastic people to join our team.

Summary

The IT Support Specialist ensures that the agency end-user information technology support team works efficiently and effectively. This includes implementing user technology and resolving technical support requests on a timely and professional basis.

Essential Duties & Responsibilities

• Install, maintain and repair desktop and laptop computers, operating systems, application software, and related peripheral equipment and accessories.
• Ensure that help desk tickets are created, updated and resolved completely and meet Key Performance Indicators while providing the highest level of service.
• Answer user inquiries regarding computer software or hardware operation;
• Organize work, set priorities, meet critical deadlines and follow up on assignments with a minimum of direction. Work under tight schedules and deadlines.
• Learn how to deploy and support POS devices, desktops, laptops, tablets, cell/smart phones, and software applications.
• Maintain and upgrade professional knowledge, skills and development by attending training programs, and reading trade and professional journals and publications.
• Ensure compliance with all Agency policies, procedures and safety standards throughout work areas and maintain same to meet CARF, Department of Labor, HIPAA and other regulatory standards.
• Collaborate with Information Technology staff for the purpose of completing projects and/or work orders efficiently.
• Perform housekeeping duties to maintain premises in compliance with Agency safety and housekeeping practices.
• Follow the dress code as set by Goodwill and display a professional image and attitude.
• Perform any additional duties as assigned by supervisor. Assist in any special projects as deemed necessary.
• Other duties may be assigned.
• Comply with all Agency policies, procedures and safety standards throughout work areas and maintain same to meet CARF, HIPAA, Department of Labor and other regulatory standards.
• Perform any additional duties as assigned by supervisor. Assist in any special projects as deemed necessary.

Supervisory Responsibilities

None

Education Requirements

Associate Degree in Computer Science or Information Technology and two years of recent experience in a technical computer support position including substantial experience troubleshooting hardware and software problems.

Experience Requirements

• Working knowledge of Microsoft Windows desktop operating systems and Microsoft Office.
• Demonstrated ability to learn new technologies quickly.
• Ability to install and maintain network workstations.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to maintain a valid driver's license and a driving record acceptable to Goodwill's liability insurance provider.
• Ability to pass a criminal background check.
• Ability to pass random drug screenings.

Skills & Abilities

• Communicate effectively verbally and in writing; conceptualize and articulate complex concepts to a wide variety of audiences.
• Ability to analyze a variety of problems, make recommendations for their solution and prepare working procedures.
• Establish and maintain effective working relationships with employees, team leads, supervisors, other Departments/Offices, and other agencies.
• Must support the agency's safety initiatives including always maintaining a safe work environment.
• Must have a commitment to achieve results with desired deadlines.
• Must be courteous, knowledgeable, reliable, and prompt when performing all duties.
• Able to perform shipping/receiving duties.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• The ability to regularly stand, walk, use of hands to finger, handle, or operate objects, tools, or controls
• The occasional ability to climb, balance, stoop, kneel, crouch, or crawl.
• The ability to regularly lift and/or move up to 10 pounds.
• The ability to frequently lift and/or move up to 25 pounds.
• The ability to occasionally lift and/or move up to 50 pounds.
• The ability to observe details at any range and distinguish various colors.

Work Environment

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

• The employee works in outside weather conditions and is occasionally exposed to risk of electrical shock
• The noise level in the work environment is usually moderate

The above duties and responsibilities are essential job functions subject to reasonable accommodation. The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job and/or apply for the position, absent undue hardship.This job description is not to be interpreted as an all-inclusive list of duties, responsibilities, or requirements. Employees may be required to perform additional job- related tasks as assigned, subject to reasonable accommodation.

Goodwill Easterseals Miami Valley is firmly committed to Equal Employment Opportunity (EEO) and Affirmative Action (AA) compliance with all Federal, State, and local laws that prohibit employment discrimination on the basis of age, sex, color, race, creed, national origin, religion, marital status, citizenship status, ancestry, sexual orientation, gender identity and/or expression, genetic information, disability status, protected veteran status, membership or activity in a local human rights commission, status with regard to public assistance, or any other classification protected by applicable law. This policy applies to all employment decisions, including, but not limited to recruiting, hiring, training, promotions, pay practices, benefits, disciplinary actions, and terminations.