Technical Support Rep

Job Summary:    The purpose of this position is to provide basic technical support to internal staff for all technology related resources- hardware & software via email, phone, or other methods. 

Supervision Received:  The Technical Support Representative receives leadership from the IT Service Desk Manager to handle the day to day operations of their area established within our policies and procedures of the Agency.                                                                   

Supervision Exercised: The Technical Support Representative does not provide supervision of staff.

Responsibilities: 

• Maintain Service Desk - log all calls, prioritize calls as necessary, respond to calls based on priorities, update staff on status of calls and resolve calls as quickly as possible with an emphasis on customer service
• Act as first point of contact for all IT issues
• Provide new user and device setup configuration-user account creation, product key activation, user orientation, desktops, laptop, mobile devices, etc.
• Troubleshoot and resolve hardware and software issues for remote staff- POS printers, labels, Outlook, Counterpoint, cell phones, radios, etc.
• Install desktop software programs and hardware as needed- RAM, hard drives, printers, scanners, printer drivers, speakers, phones, computers, laptops, etc.
• Maintain inventory of supplies needed to resolve hardware issues- computer hardware components
• Possess a strong understanding of the organization's products and services, but escalates complex inquiries.
• Plan details and sequence of own work to achieve priorities within the Service Desk.
• Ensure compliance with all Goodwill of Southern Nevada (GWSN) policies provided in the Team Member Goodwill Guidebook, Goodwill Industries International standards, and safety and security regulations. 
• Adhere to all GWSN Retail Manuals, handbooks, policies and procedures.
• Other duties as assigned.

Requirements:

• Currently working towards getting IT certification or a minimum of one experience with hands on trouble shooting of various types of technology. 
• Must be able to make critical decisions that directly impact sales performance at a moment’s notice. 
• Must be proficient with the major software packages, i.e., word processing, spreadsheets, surveillance systems, help desk systems, databases, communications, network operating systems, etc.  
• Must be a good communicator with the skills of patience and tact to train and support computer users at a variety of computer skill levels and handle difficult team members or customers.

• Must maintain professionalism and confidentiality, be able to work a flexible schedule, and be willing to put in the amount of time to complete job responsibilities.
• Must have own transportation to travel between Goodwill worksites.
• Must have a current, valid driver’s license, as well as current, personal vehicle insurance.

• Must exhibit a high level of integrity and business ethics.
• Must have the ability to respond and resolve requests by priority within the allotted time. 
• Must demonstrate accuracy, completeness, and timeliness of assigned projects and documentation.
• Requires a high level of adaptability and flexibility. 
• No record or disclosure of criminal conviction within 7 years from date of application that indicates a tendency towards theft, violence, dishonesty, deceit, drug manufacture or sale, moral turpitude, or predatory behavior. 
• Must provide proof of identification and eligibility to work in the United States of America. 
• Must be fluent in English; bilingual a plus. 

Physical Factors: Lift/Carry:  100 lbs.   
Push/Pull: 75 lbs.

Position is generally bending, stooping, crawling, sitting, standing or walking.

Environmental Factors: Fifty percent of the duties are performed in an office or store environment that has regulated temperatures, the other fifty percent is performed in warehouse or outside environment.