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Form of workPosition: Help Desk Technician
Department: Information Technology
Status: Full Time/Exempt
Reports to: Manager, Information Technology
Good Place Expectation: All employees play a key role in furthering the organization’s purpose and vision through commitment to Good Place principles and values.
Good Place Charter: To grow Good Place organizations. What makes a Good Place? Encouraging and celebrating principles that have withstood the test of time, Good Place organizations achieve two main aims. (1) Their economic activities support our living in the world, as well as the other activities of the organization. (2) They empower more and more people to live in true peace.
IT Charter: To provide and support the best technology systems possible for our users to empower the entities within GPH to use technology to achieve their business goals. We will do this by building the most technically proficient team and maintaining a robust, reliable, and secure set of systems that all add value with every interaction.
Position Purpose: To provide primary tier 1 support to all end users for all types of hardware and software issues including PC, Mac and iOS mobile device support. Provide support at multiple locations and for multiple companies within the Good Place Holdings family.
Key Responsibilities:
- Serve as the first point of contact for technology issues with hardware, software, equipment, network, email, web and mobile device related issues/requests.
- Setup and configure and manage Mobile devices.
- Set up and configure all PC hardware/software (Windows and Mac) and other equipment to company and department specifications.
- Train and interact with end users to ensure efficient and effective use of tools by the user community.
- Maintain and utilize knowledge base of issues and resolutions for efficient and effective future problem solving and tracking.
- Produce accurate and detailed records, logs, reports and paperwork as required.
- All other duties as assigned.
Education and Experience:
- Associate degree in Computer Science or the equivalent combination of experience and education.
- 1 to 2 years of Helpdesk experience.
- 1 to 2 years of experience with Microsoft Desktop OS, Mac OS and MS Office application support.
- Some experience with Microsoft Server OS and Active Directory preferred.
- Microsoft certifications are a plus – MCP preferred.
Knowledge, Skills and Abilities:
- In-depth knowledge of PC, laptop, printer, and network hardware.
- Extensive knowledge of MS desktop operating systems, Mac OS and MS Office applications.
- Familiarity with LAN/WAN technologies, IP addressing and network protocols.
- Creativity - ability to improvise and think outside of the box to help improve processes and quality of work.
- Ability to work with end-users and clients in a friendly supportive manner with excellent written, verbal and interpersonal communication skills.
- Ability to effectively prioritize and execute tasks in a fast-paced environment with little supervision which includes meeting deadlines, punctuality and follow-through.
- Desire and ability to be a continuous learner, staying abreast of current technologies and their potential business application.
- Willingness to work a rotating schedule or as needed outside of normal business hours.
Work Conditions:
Most of the work for this position is conducted indoors, in a conventional office environment, in an office or cubicle workstation, with low noise.
Physical Demands:
- While working, the ability to perform work at workstation for extended periods of time, typically at least 8 hours a day, sometimes more or less if business needs require.
- Occasionally lift objects up to 40 lbs; and
- Regularly hear, see, talk, stand, walk, bend, kneel, stoop, crouch, and climb throughout the day.
Good Place Holdings is an Equal Opportunity Employer. All applicants will receive consideration without discrimination based on race, religion, color, sex, age, sexual orientation, marital status, national origin, disability, or any other basis prohibited by applicable law. We are committed to diversity.
