Help Desk Tech Ii

At Goodwill Northern New England — good works here!

At Goodwill, we believe in the power of work to transform lives. As a nonprofit organization, we are dedicated to helping individuals facing barriers to employment find meaningful work opportunities. When you join our team, you become part of a community passionate about making a positive impact.
Here, you'll be part of a team that values collaboration, respect, and diversity. We celebrate each team member's unique strengths and abilities, fostering an inclusive workplace where everyone feels valued and empowered. Working together creates a welcoming and supportive atmosphere for our customers, clients, and fellow employees.

BENEFITS:

In addition to employment that is fulfilling, meaningful, and supportive, Goodwill employees also receive:

• Medical, Vision, and Dental benefits
• Telehealth services for physical and mental well-being
• 30% Employee discount at Goodwill stores in ME, NH & VT.
• Generous PTO Plan
• Valuable job training with growth potential
• And more!

What makes Goodwill NNE special is how much we care about our employees. We offer "life navigation" services, which means you can get free counseling and help if you're going through tough times. Goodwill NNE is all about creating a friendly and respectful workplace. We want everyone to be kind, open, good listeners, and supportive of each other. When you join the Goodwill NNE team, you're not just getting a job but becoming part of a community that looks out for its employees and their well-being.

Job Summary: 

The Help Desk Tech II provides technical support for users, maintains equipment, manages business systems, and supports IT projects. Job functions include: 

• Utilizes Information Technology Service Management software to track Help Desk tickets and determine optimal solutions.
• Remotely monitors and manages endpoints using IT Management Software.
• Provides tier 1 support via phone, email, or in person for the delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, accessories, and software.
• Uses remote access software to provide technical support to end users.
• Coordinates with vendors to order new IT equipment and procures replacement parts for faulty IT equipment.
• Manages access for assigned business systems as directed by Agency policy.
• Supports IT projects and provides training for Help Desk I and IT Support Technicians.
• Performs quality assurance checks and follows up with customers on issue resolutions.
• Utilizes Active Directory to create or disable user accounts as required.
• Performs hardware/software installations and preventative maintenance on computer hardware.
• Builds and repairs computer hardware as required.
• Follows best practice change management procedures for network and database systems.
• Provides night and weekend on-call support as scheduled.
• Escalates unresolved issues to the appropriate IT support staff as necessary.
• Ensures clear and timely communication to IT department employees and customers.
• Advances professional and technical knowledge through workshops, professional publications, industry certifications, and participation in professional societies.
• Other duties as assigned.

Minimum Qualifications:

• Associate degree in a relevant area or 2+ years of experience providing Help Desk level IT support.
• A+ certification required.
• Microsoft Windows administration experience.
• Strong working knowledge of computer systems, hardware, and software.
• Excellent customer service skills.
• Strong communication and problem-solving skills.
• Valid driver’s license with a satisfactory driving record.
• A criminal background check that meets Agency standards.