IT Service Desk Technician

Job DescriptionJob Description

GOODWILL INDUSTRIES OF TULSA, INC. JOB DESCRIPTION

IT Service Desk Technician 15-1232.00

1. JOB SUMMARY:

Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. Provide assistance concerning the use of computer hardware, software, and operating systems.

Provision new computers. Make improvements to technology infrastructure to increase efficiency and security.

Ill. ESSENTIAL JOB FUNCTIONS:

1. Provide technical assistance with computer hardware and software.

1. Support Microsoft's core business applications (Office 365).

1. Resolve issues for employees via phone, in person, or electronically - escalating to engineer/vendor support as necessary. Track issues and resolutions.

1. Recommend hardware and software improvements.

1. Provision new computers for employees.

1. Track asset creation, transition, and retirement.

1. Design, implement and support services within the Microsoft ecosystem.

1. Support all disaster recovery solutions.

1. Monitor and respond to RMM alerts and notifications.

1. Support patch management for servers and workstations.

1. Document current and new configurations and processes.

1. Review and be familiar with Company safety policies, programs, and procedures. Adhere to all safety rules, regulations, and safety codes, and attend safety training sessions and safety meetings.

1. EXPERIENCE REQUIREMENTS:

1. Previous experience in IT customer service.

1. Previous experience troubleshooting and repairing Windows workstations and servers.

1. Experience with network configuration including LAN, WAN, WWAN, VLAN, VPN tunnels, wireless, routers, firewalls, and security.

1. Ability to build rapport with clients through strong and precise communication skills.

1. Proven troubleshooting and critical thinking skills with a positive and professional demeanor.

1. Other duties as assigned.

1. OTHER JOB REQUIREMENTS:

1. Must be a self-starter and problem solver requiring minimal supervision.

1. Must be at least 21 years of .

1. Must have a valid Oklahoma Driver's License, with a good driving record.

1. Must maintain appropriate requirements for legal vehicle operation including current automobile insurance and license plate.

1. Must be eligible for favorable outcome on required criminal conviction background check.

1. Must maintain Goodwill's Drug-Free Workplace.

1. Goodwill considers this a safety sensitive position because it includes tasks or duties that Goodwill reasonably believes could affect the safety and health of the employee or others.

1. EDUCATIONAL/SKILL REQUIREMENTS:

Associate’s or Bachelor's Degree (or equivalent experience) in Computer Science, Management Information Systems, or related field. Knowledge of Financial, HR, POS, and CSM domains helpful. Minimum one (1) year experience: Help Desk or similar work.

1. PHYSICAL REQUIREMENTS:

Talking, hearing stooping, crouching, reaching, handling, touching, seeing and accommodation.

Lifting/Carrying/Pushing/Pulling: Light Work - Lifting 25 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds. Even though the weight lifted may be only a negligible amount, a job is included in this category when it requires walking or standing to a significant degree, or when it involves sitting most of the time with a degree of pushing and pulling or arm and/or leg controls.