IT Support Specialist - (Field Support) - Decatur

Summary

Goodwill of North Georgia is a dedicated organization providing support and training in the community. They are seeking an IT Support Specialist to ensure proper computer operation for end users, manage help requests, and provide technical support through various channels.

Responsibilities

• Provide technical support via phone, emails, and remote tools and onsite visits as necessary to end-users
• Responsible for the setup, configuration and installation of workstations, printers, peripherals and store hardware
• Responsible for accurate documentation, ticketing, and tracking of inbound technical support calls and providing accurate and professional resolution on all supported issues in a timely manner
• Responsible for timely monitoring of IT Help Desk
• Actively work and triage incoming help and support requests from end users via both telephone and helpdesk tickets in a courteous manner
• Prioritize and schedule support tickets based on severity and service level agreement (SLA); Escalate problems as needed or when required
• Record, track, and document the helpdesk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Utilize required diagnostic utilities to aid in troubleshooting as needed
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware, configuring systems and applications
• Develop help sheets and knowledge base articles for end users
• Provide afterhours support as assigned and in accordance with afterhours support procedures

Required Qualifications

• High School Diploma or GED: required; Bachelor's Degree in Computer Science preferred
• Minimum one (1) year of experience: of PC hardware and software troubleshooting
• A+ certification: a plus
• Knowledge and experience: in MS Office 365 installation and troubleshooting
• Knowledge of Operating Systems: including Windows 10 & MacOS
• Knowledgeable of phone support skills: for troubleshooting remote issues
• Knowledge and experience: in PC hardware installation and troubleshooting
• Knowledge of troubleshooting client-side issues: such as virus and spyware/malware
• The ability to push, pull, lift: up to 50lbs. with or without accommodations
• Must be able to stand and or walk: for extended periods of time
• The ability to bend, reach and grasp: throughout the work day
• Must be able to work flexible hours: to provide support for end user, locations, project implementations and location set ups as required
• Must be able to travel: to or required to travel to various agency locations to perform support duties as needed

Required Skills

PC hardware troubleshooting, MS Office 365, Operating Systems knowledge

Important Skills

A+ certification

Nice-to-Have Skills

phone support skills