SPECIALIST, IT (HELP DESK)

Job Details
Level
Experienced
Job Location
5285 - 7400 Scott Hamilton - Little Rock, AR
Position Type
Full Time
Education Level
Not Specified
Salary Range
$18.50 Hourly
Travel Percentage
Up to 25%
Job Shift
Day
Job Category
Information Technology
SPECIALIST, IT (HELP DESK)
GENERAL DESCRIPTION OF THE POSITION
The Help Desk Technician will be our first contact for technical support for both on-site and remote users. The technician will provide prompt assistance for all tickets assigned to IT.
Uphold a positive work environment that follows Goodwill's Amazing Customer Experience (ACE) culture, Values, and Mission in everything you do and every interaction you have with co-workers, clients, customers and management.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support onsite and remote users by performing problem analysis for the operator, software, or hardware errors.
• Implement, maintain and manage Point of Sale systems and networks.
• Author and maintain easy to understand and execute end user documentation.
• Participate in on-call rotation
• Document activities and processes
• Manage ticket system and properly escalate appropriate issues
• Maintain and update Documentation as needed
• Maintain inventory for hardware and software by employee and department
• Assist on organization-wide projects that relate to Information Technology
• Perform hardware/software installation, upgrades and maintenance for new and current systems.
• Perform other duties as required or assigned

Qualifications
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
High school or GED, plus specialized schooling and/or on-the-job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operation, etc, plus 12 to 18 months related experience and/or training, or equivalent combination of education and experience.
COMMUNICATION SKILLS
Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence. ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, the general public, and other employees of the organization.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.
CRITICAL THINKING SKILLS
Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Customer service skills
Ability to diagnose and resolve basic technology issues
Ability to write technical documentation and procedures
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
Certifications:
A+
SOFTWARE SKILLS REQUIRED
Intermediate: Spreadsheet
INITIATIVE AND INGENUITY
SUPERVISION RECEIVED
Under general supervision where standard practice enables the employee to proceed alone on routine work, referring all questionable cases to supervisor.
PLANNING
Limited responsibility with regard to specific assignments in planning time, method, manner, and/or sequence of performance of own work operations.
DECISION MAKING
Performs work operations which permit frequent opportunity for decision-making of minor importance and which would not only affect the operating efficiency of the individual involved, but would also affect the work operations of other employees and/or clientele to a slight degree.
MENTAL DEMAND
Moderate mental demand. Operations requiring almost continuous attention, but work is sufficiently repetitive that a habit cycle is formed; operations requiring intermittent directed thinking to determine or select materials, equipment or operations where variable sequences may be selected by the employee.
ANALYTICAL ABILITY / PROBLEM SOLVING
Moderately structured. Fairly broad activities using moderately structured procedures with only generally guided supervision. Interpolation of learned things in somewhat varied situations.
RESPONSIBILITY FOR WORK OF OTHERS
Responsibility for work of others: Not indicated.
RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT
Not indicated.
ACCURACY
Probable errors of internal scope should ordinarily be detected within the department or office in which they occur, but may affect the work of others within the unit, requiring additional expenditure of time to trace errors and make all necessary corrections. Errors would require a moderate amount of time to correct.
ACCOUNTABILITY
FREEDOM TO ACT
Standardized. Accepted processes covered by well-defined standardized policies and procedures with supervisory review.
ANNUAL MONETARY IMPACT
The amount of annual dollars generated based on the job's essential duties / responsibilities. Examples would include direct dollar generation, departmental budget, proper handling of organization funds, expense control, savings from new techniques or reduction in manpower.
None. Job does not create any dollar monetary impact for the organization.
IMPACT ON END RESULTS
Modest impact. Job has some impact on the organizations end results, but still from an indirect level. Provides assistance and support services that facilitates decision making by others.
PUBLIC CONTACT
Occasional routine contacts with persons outside the organization. This would include contacts with suppliers, mail service, etc.
EMPLOYEE CONTACT
Contacts occasionally with others beyond immediate associates, but generally of a routine nature. May obtain, present or discuss data, but only as pertains to an immediate and specific assignment. No responsibility for obtaining cooperation or approval of action or decision.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular personal computer support, technical help, and/or basic software support, database analysis, level I technician, project coordination, installation and HELP DESK.
WORKING CONDITIONS
Periodically exposed to such elements as noise, intermittent standing, walking, pushing, carrying, or lifting; but none are present to the extent of being disagreeable.
ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the functions of this job, the employee is occasionally exposed to work in high, precarious places, fumes or airborne particles, risk of electrical shock. The noise level in the work environment is usually moderate.
PHYSICAL ACTIVITIES
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.
While performing the functions of this job, the employee is continuously required to talk or hear; regularly required to stand, walk, sit, use hands to finger, handle, or feel; frequently required to reach with hands and arms; and occasionally required to climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds; regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; distance vision; and color vision.