Provides prompt, courteous and hands on technical support services. Performs the installation, maintenance, support and repair of all Goodwill of Central and Northern Arizona (GCNA) owned hardware, software and peripherals at all GCNA locations, including stores, career centers, distribution centers and within the Corporate Center as needed.
Essential Duties and Responsibilities:
- Sustains growth through financial stewardship & fiscal responsibility.
- Assists with maintaining records and technical documentation for essential hardware and software equipment and its associated peripherals.
- Responsible for providing updates to location of company assets and equipment.
- Minimizes costs through efficient work and travel practices.
- Collaborates with customers to understand and deliver customer’s needs & expectations.
- Performs daily updates to open work orders with the latest troubleshooting and status information.
- Interacts with end users to understand problems and difficulties or to establish what their needs may be and determine solutions. Strong ability to effectively communicate and build relationships.
- May be required to be on-call after hours.
- Travels daily to various Goodwill locations to perform duties such as installing, repairing, performing maintenance and providing support of the network, hardware and software used out in the stores, career centers and distribution centers.
- Travel to various GCNA locations to perform duties, which may include overnight stays and extended hours.
- Assists with the setup, management and maintenance of the retail point of sale system and its associated peripherals.
- Assists with providing network, hardware, and software troubleshooting and technical support at the Corporate Center, including installations, moves, adds, or changes of workstations, printers, peripherals, and configuration of networked devices.
Minimum Qualifications (Education, Experience, Skills):
- High School Diploma, GED, or 2-4 years’ equivalent work experience as an IT Technician.
- 2-4 years of experience in troubleshooting and supporting PC software, hardware, peripherals, and networks in a business environment.
- A+ Certification preferred or willing to obtain during the first year of employment.
- Information Technology Infrastructure Library (ITIL) Foundations certification preferred or willing to obtain during the first year of employment.
- Intermediate use and troubleshooting skills of PC hardware and peripherals.
- Ability to collaborate and work effectively in partnership with others.
- Ability to use basic power tools such as a drill for equipment installation.
- Strong customer service orientation.
- Ability to multitask and work in a fast-paced environment.
- Valid Arizona driver's license and clean MVR.
- Ability to pass a background check and drug screen, where applicable for the position.
- Must be able to obtain an Arizona Fingerprint Clearance Card.
Reasonable Accommodation Statement:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
