Service Desk Technician

Grow your impact supporting retail technology. Goodwill of Colorado offers a structured, service-focused environment for an on-site Service Desk Technician in Denver. You will help ensure computer systems are maintained and operating properly so end users can complete business tasks, while resolving escalated help requests within SLAs.

Schedule: Monday-Friday, 8-5pm
Location: 6850 Federal Blvd, Denver, Colorado 80221, United States (onsite)
Pay: $23-$27 per hour

What you will do

• Evaluate documented resolutions, analyze trends, and identify ways to prevent recurring incidents.
• Monitor and alert management to emerging incident trends, with a primary focus on retail IT equipment.
• Deploy hardware and software using standard deployment tools and defined processes, including software releases and rollouts following change management best practices.
• Deploy and recover IT assets as needed, tracking activity in the asset management software.
• Provide escalation support for advanced or difficult service requests, including incidents related to retail IT equipment.
• Assist Level I support when request volumes are high, while also maintaining strong service desk customer rapport.
• Escalate incidents with accurate documentation to the appropriate technician or vendor when required.
• Record, track, and document the incident-solving process from intake through final resolution, including decisions that did and did not resolve the issue.
• Troubleshoot using remote tools and diagnostic utilities; when remote solutions are not appropriate, perform hands-on desktop-level fixes such as hardware repairs or delivering peripherals.
• Research solutions as needed via internal and external knowledgebases.
• Perform preventative maintenance, including checking and cleaning servers, data closets, and other IT equipment as needed.
• Test fixes to confirm adequate resolution and complete post-resolution follow-ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users; contribute to technician knowledge base and training as needed.
• Reinforce SLAs to manage expectations and provide suggestions for continual improvement.
• Reprioritize responsibilities based on departmental and organizational needs, with occasional assignment of additional or different duties to support the IT group and company.

Requirements

• Bachelor’s degree in computer science and/or 5 years of equivalent work experience.
• ITIL, ITSM, or Microsoft product certification is a plus.
• Knowledge of advanced computer hardware, including POS systems.
• Experience supporting desktop operating systems, including Windows and Mac OS.
• Extensive application support experience with Microsoft Suite.
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Strong interpersonal skills focused on rapport building, listening, and questioning.
• Strong documentation skills.
• Ability to research a wide range of computing issues and absorb information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated with keen attention to detail, proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Exceptional customer service orientation and experience working in a team-oriented, collaborative environment.
• Ability to drive for company business, including meeting Goodwill driver insurance requirements (age and vehicle usage rules), passing an MVR check and background check, and disclosing moving traffic violations or vehicle crashes within the last five (5) years.
• Must have a valid Colorado State driver license and be able to operate company vehicles while following Federal, State, and local vehicle laws.
• If using a personal vehicle for company business/mileage reimbursement: valid vehicle insurance, valid driver license, and a roadworthy vehicle.

Tools you will work with

• Point of Sale (POS)
• Windows
• Mac OS
• Microsoft Suite

Benefits

• Medical, Dental, Vision
• Short Term Disability, Long Term Disability
• Life/Accidental Death and Dismemberment
• Flexible Spending Accounts
• Several voluntary supplemental benefit offerings
• Paid time off: vacation, sick, holiday, floating holiday, jury duty, bereavement leave
• Pre-tax or post-tax (Roth) contributions to the retirement plan

Physical requirements (ADA-defined)

• Driving: continuous
• Standing, sitting: continuous
• Walking: frequently
• Push/pull: frequently
• Twisting, bending: frequently
• Reaching: at shoulder frequently; below shoulder frequently; above shoulder occasionally
• Climbing: occasionally (stairs; ladders)
• Kneeling/crawling: occasionally
• Heavy/moderate/light lifting and carrying: occasionally for 15-44 lbs and 45 lbs & over; frequently for 14 lbs & under
• Hearing, vision, hands/fingers, speaking: continuous