IT Support Specialist

What we offer

Goodwill of North GA invites you to join as an IT Support Specialist in Decatur, GA. This onsite role offers a yearly salary of $51,500 and the opportunity to support end users across locations, install and maintain hardware and software, and contribute to a growing knowledge base. You will be part of a mission-driven nonprofit that relies on dependable technology support to enable programs and services.

Responsibilities

• Provide technical support to end users by phone, email, remote tools, and on-site visits as needed
• Set up, configure, and install workstations, printers, peripherals, and store hardware
• Document, ticket, and track inbound technical requests, delivering accurate resolutions in a timely manner
• Monitor the IT Help Desk to ensure timely response and resolution
• Triage incoming requests from end users via phone and helpdesk tickets in a courteous manner
• Prioritize tickets based on severity and service level agreements, escalating as required
• Record and document the problem-solving process for each ticket through to final resolution
• Use diagnostic utilities to assist troubleshooting as needed
• Access software updates, drivers, knowledge bases, and FAQs to aid problem solving
• Identify and learn the software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including software/hardware installation and upgrades, and configuring systems and applications
• Create help sheets and knowledge base articles for end users
• Provide after-hours support as assigned and per procedures
• Carry out other duties as assigned

Requirements

• High School Diploma or GED required; Bachelor’s Degree in Computer Science preferred
• Minimum one year of experience with PC hardware and software troubleshooting
• A+ certification is a plus
• Knowledge and experience with MS Office 365 installation and troubleshooting
• Familiarity with Windows 10/11 and macOS operating systems
• Strong phone support skills for troubleshooting remote issues
• Experience in PC hardware installation and troubleshooting
• Understanding of troubleshooting client-side issues such as virus and spyware/malware

Technologies

• MS Office 365

Working conditions

• Ability to push, pull, and lift up to 50 pounds with or without accommodations
• Must be able to stand and walk for extended periods
• Ability to bend, reach, and grasp throughout the workday
• Flexible hours to provide end user support, location deployments, and project setups
• Ability to travel to various agency locations to perform support duties as needed