IT Support Specialist - (Field Support) - Decatur

Goodwill of North Georgia

About The Position

As the IT Support Specialist, you will be responsible for ensuring proper computer operation so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and helpdesk tracking tools, as well as requiring that you give hands-on help.

Requirements

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

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