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The IT Field Technician is responsible for second tier desktop computer, laptop, telecommunication and Retail POS setup and troubleshooting at all locations. This position performs customer follow-up, team communication and continued escalation until assigned work orders are completed in a timely manner and with outstanding customer service.
RESPONSIBILITY LEVEL:
IT Field Technicians perform services range from complete network implementations to proactive service contracts and managed services. installations, maintenance, break-fix, and general merchandising tasks within office and retail locations. Assists customers and peer groups with advanced troubleshooting, applications, and hardware installations. Implements strategies to achieve the goals for the organization and second level technology support at all Goodwill locations. Implements, revises and sustains policies, procedures and programs. Typically works on projects and tasks that span 3 - 12 months.
PRINCIPAL DUTIES:
1. Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. May serve as a team member or subject matter expert on formal projects or within the department. Effectively engages in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.
2. Problem Solving: Light supervision; works independently. Periodic review of work by manager or senior coworker. Solves problems of moderate to advanced complexity; able to identify root cause, interpret data and resolve issues.
3. Technical Skill: Understands and applies professional principles and skills within area of specialization to modify processes to resolve situations.
4. Community Engagement: Champions Goodwill's community engagement initiatives and serves as an ambassador for Goodwill in the wider community.
5. Troubleshoot, solve problems and perform maintenance on a verity of IT equipment such as registers, laptops, POS systems, servers and IP phone systems.
6. Manages system issues through a full cycle from initial customer contract to resolution. Perform customer follow-up, team communication and continued escalation until assigned work orders are completed in a timely manner and with outstanding customer service.
7. Lead installation and configuration of new locations with regards to hardware, phone and network equipment setup, as well as, vendor coordination relating to IT.
8. Coordinate troubleshoot and set-up new and existing hardware (PCs, laptops, mobile technology, Retail POS stations, printers, thin client terminals).
9. Monitors and oversees outside contract work in assigned stores, ensures proper coordination and communication between all involved parties.
10. Research, review and create documentation for all technical processes to be maintained in the technical support document library.
11. Assists supervisor with recommendations regarding capital budget expenditures for equipment, building and property repair or replacement.
12. Provide on-call technical support for Emergency IT issues that occur after standard business hours.
13. Travel to various locations as required.
14. Responsible for completing other duties/responsibilities as assigned.
REQUIREMENTS:
1. Two years of college education or experience equivalency, and a minimum of 3 years in depth knowledge and troubleshooting PC and Server hardware, operating systems and applications.
2. Microsoft Windows Desktop Operating Systems (Windows 7, Windows 8.1, Windows 10) (2+ years preferred).
3. Microsoft Windows Server Operating Systems (2008, 2012 R2, 2016) (2+ years required).
4. Microsoft Office (2010, 2013, 2016).
5. Experience with switches, routers, network firewalls,
6. Able to self-manage and work independently in a fast-paced, constantly changing environment
7. Excellent verbal and written communication skills
8. Experience supporting customers via phone, e-mail, chat, on-site, and ability to always maintain a pleasant disposition
9. Aptitude for acquiring knowledge and skills in technology troubleshooting and an eagerness to learn and take on new challenges
10. Valid Wisconsin or Illinois Driver's License.
11. Computer certifications are a plus
CORE CULTURAL COMPETENCIES:
1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.
2. Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.
3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.
4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.
5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.
6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.
PHYSICAL/SENSORY DEMANDS:
Regularly lifts and/or moves up 10 pounds, frequently lifts and/or moves up to 20 pounds, occasionally lifts and/or moves up to 50 pounds. Moves about to accomplish tasks. Remain stationary for extended periods of time, Repetitive use of hands for computer tasks, vision required for computer entry.
When determining placement within the salary range for this position Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the rage for their role and compensation decisions are dependent on facts and circumstances of each case.
Certain roles are eligible to participate in an incentive plan. Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan, which are subject to change.
In addition to compensation, we offer a competitive benefit program that may include medical, dental, vision, short and long-term disability, life insurance, retirement plan, paid time off (PTO) and more. The specifics of each benefit package will vary depending on factors such as full or part time jobs, contracted, temporary, or other job categories.
Equal Opportunity Employer
(SEW)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.