Goodwill Keystone · 9 hours ago
Technology Support Specialist Help Desk & Training
Harrisburg, PA
Full-time
Onsite
Entry, Mid Level
2+ years expGoodwill Keystone Area is committed to creating a culture of belonging where all people feel respected and valued. The Technology Support Specialist provides technical support, customer service, and training to all employees, ensuring effective operation of the organization's network and systems.
AssociationNon ProfitSecondhand Goods
Responsibilities
Provides excellent support for workstations including troubleshooting problems, upgrades, software and hardware maintenance and security
Assists in supporting firewalls, routers, hubs and telecommunication equipment at all locations
Assists with IT help-desk to support end users
Assists in the maintenance of network performance by performing network monitoring and analysis including troubleshooting of network problems
Reports escalating problems to IT Help Desk Manager
Provides support to users at all Goodwill Keystone Area locations
Diagnoses issues and provides step-by-step instructions to end users to resolve issues
Assists with maintaining a help-desk system and works with IT Help Desk Manager to identify trends and works to establish long-term solutions along with identifying needed training areas
Works with IT Help Desk Manager on connectivity issues and system outages
Assists with preparing computer equipment for deployment to store locations
Assists with testing equipment prior to openings and goes on-site if needed to ensure computer system operations and resolves issues with functionality
Travels regularly to Goodwill Keystone Area sites to complete both site audits for compliance requirements and training events for Goodwill Keystone Area employees
Assists in continually updating the IT System Manuals and Training Manuals to ensure that information is current
Communicates changes in a timely manner
Creates additional 'Tips' emails for users
Provides technical computer training to new users as well as providing re-training as required or necessary
Identifies and establishes training needs with supervisor and proactively initiates participation in appropriate training opportunities
Maintains the IT system user identification database and updates on a scheduled basis to ensure terminations and new hires are updated in the system
Ensures the security of the system
Assists end-users with user ID issues
Works with Loss Prevention to setup new computers for IP based camera systems
Supports the Loss Prevention team in troubleshooting computers for IP based camera systems
Assists with daily monitoring for compliance with HIPAA, PCI and Hi-Tech compliance
Conducts user surveys to ensure ongoing and excellent customer service to all users
Identifies and establishes IT training needs with supervisor and proactively initiates participation in appropriate training opportunities
Maintains personal/professional networks, reads professional publications and participates in educational opportunities to maintain level of knowledge
Promotes an environment of workplace safety
Assures that duties are performed in a safe manner and safety requirements are adhered to
Communicates progress, problems, and concerns to the IT Help Desk Manager
Qualification
Required
Bachelor's Degree in Networks/Communications/Computer Information Systems (preferred) or relevant field; or Associates Degree in Networks/Communications/Computer Information Systems (preferred) with two (2) years' experience in the relevant field; or HSD/GED and four (4) years' relevant experience which enables the individual to meet the standards and expectations of the position
Must demonstrate excellent knowledge of networking
Must demonstrate excellent working knowledge of computer hardware and software applications
Must demonstrate above average interpersonal skills and ability to work across the organization and levels of employees
Must possess excellent verbal and written communication skills
Prior experience troubleshooting and providing hardware and desktop support to end-users
Must be detail oriented and have the ability to multitask
Must be able to work flexible day/evening weekend hours and be on-call as needed
Must possess a valid driver's license and reliable vehicle or reliable transportation
Ability to travel Goodwill Keystone Area territory
Must have a cell phone
Preferred
Prior experience with end user computer training including hands-on preferred
Prior experience with IP based camera systems a plus
Company
Goodwill Keystone
Goodwill Keystone Area (GKA), a nonprofit organization, covers a 22-county territory in southeastern and central PA and is a member of the Goodwill Industries International.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ed "Kingfish" Lada, Jr. CEO - Goodwill Keystone Area
President and CEO
Ron Kratofil
Retired - President & CEO
Company data provided by crunchbase