IT Service Desk Technician

Description Position Summary: The IT Service Desk Technician provides initial technical support to Goodwill-Easter Seals' staff across various locations. This includes day-to-day troubleshooting and communication to the end user for issues involving hardware, software, network connectivity, and retail store technical issues. Day in the life: In a typical day, a IT Service Desk Technician can expect to Intake and resolution of first and second level IT service requests via the internal ticketing portal, phone, email, and the occasional walk-up. Create tickets and triage all incoming IT incidents and service requests. Troubleshoot IT tickets, document steps taken, and escalate as appropriate. Resolve typical end user issues, such as: network connectivity, hardware issues, Office 365 issues, adding network printers, etc. Resolve IT issues and requests from retail locations, such as: outages, point-of-sale system errors, hardware failures and account creations. Update computer systems or install programs based on user or system design specifications. Provide exceptional customer service to end users, including frequent and timely follow-up communication for open tickets and detailed written explanations of issue resolutions. Manage personal ticket queue and ensure all actions are performed with adherence to internal Service Level Agreements (SLAs). Understand and comply with formal security policies and established processes and procedures. Provide rotating, after-hours, on-call support during off-peak hours for users, retail locations and critical IT support functions. Assist in developing and updating the IT Service Desk knowledge base. Job Pay & Perks: Typical starting pay range: $27.38 - $37.04 per hour This is a scheduled-hybrid role that works primarily from a GESMN location and is expected to be on-site at that location at least two days per week. Time not spent on-site could be spent in the field or otherwise working remotely. Benefits: Generous paid time off (PTO) program, competitive medical, dental and vision plans, employer-paid life insurance, 401(k) plan with employer match, employee discount! About You: Required Knowledge & Skills: Excellent customer service, verbal, and written communication skills. Thorough understanding of both Microsoft Windows, Microsoft Office 365 and other Microsoft technologies including Active Directory, Exchange, and Skype. Ability to troubleshoot and support end user and retail workstations and peripherals, including laptops, desktop computers, printers and mobile devices. Ability to resolve user connectivity issues, including both wired and wireless LAN connectivity as well as remote access (VPN). Ability to provide rotating, on-call coverage per the GESMN IT Team On-Call Requirements. Understanding of TCP/IP networking as it applies to a Windows environment. Ability to effectively prioritize and execute tasks in a high-pressure environment. Excellent analytical and problem-solving skills. Ability to work on a team. Ability to adapt to last minute requests in a fast-paced environment. Prior Experience & Education: Associate Degree in Computer Science or related area, or two years of experience in a IT help desk support-related role. Relevant Microsoft, CompTIA or IT-related certifications preferred. About Us: Leadership recognizes the importance of varied backgrounds and racial diversity contributing to our organization's goals and future. Read more about us here. Goodwill-Easter Seals Minnesota is a 501(c)3 nonprofit that offers job training and customized career support to eliminate barriers to work and independence. Proceeds from thrift retail, e-commerce, grants and financial contributions fund our nearly 20 customized services that help Minnesotans get equitable access to jobs, create stable careers and realize the power of work. Shopping and donating items divert over 65 million pounds from local landfills annually and have helped us connect people to jobs since 1919. Goodwill- aster Seals Minnesota (GESMN) is an Equal Opportunity Employer committed to creating a diverse workforce. GESMN will not discriminate against any employee or applicant based upon a person's race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class. Goodwill Industries, Inc/Easter Seals Minnesota is an Equal Opportunity Employer committed to creating a diverse workforce. Goodwill Industries, Inc/Easter Seals Minnesota will not discriminate against any employee or applicant based upon a person's race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.