What are the responsibilities and job description for the IT Support Specialist position at Goodwill Easterseals Miami Valley?
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.
Supervisory Responsibilities
Responsible for no direct or indirect supervision.
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employee must maintain a valid driver's license and a driving record acceptable to Goodwill's liability insurance provider. If at any time the employee is unable to maintain a valid driver’s license and a driving record acceptable to GESMV’s liability insurance provider, they must immediately notify Human Resources.
Must maintain the ability to pass a criminal background check and random drug screens.
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 maintaining a safe work environment at all times.
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee occasionally works in outside weather condition
