Description
TITLE: IT Support Specialist DATE WRITTEN: 03/2026
DEPARTMENT: Administration SUPERVISED BY: IT Manager
SUPERVISES: N/A STATUS: Non-Exempt/Full-time
Mission Contribution: Provides support to Goodwill internal customers and makes sure that Goodwill information technology is in good working order and maintained according to standards set forth in the job description.
Function: To implement and maintain the technology and communications infrastructure.
Essential Functions
- Enter all service tickets, times worked and resolution into the helpdesk system. Provide monthly report.
- Solve all end user workstation, help desk, repair and troubleshooting issues, using the IT Manager for support.
- Act as liaison between end user and technical escalation team when tickets reach level 2 support.
- Repair workstation PCs, using hardware and software approved by the IT Manager.
- Ensure all operating systems and software versions are approved by the IT Manager.
- Keep an accurate and up to date spreadsheet of each workstation listing user, login, password, serial number, & install date.
- Maintain the user accounts for the computer network.
- Maintain email accounts for all employees.
- Install and configure all new workstations per IT Manager’s specifications
- Maintain and troubleshoot all communications devices.
- Responsible for set up and maintenance of all audio visual equipment in meeting rooms.
- Provide excellent customer service to all internal customers
- Acts as a positive role model for employees in all aspects of professional performance.
- Observes safety procedures and personnel policies.
- Regular attendance is required.
- Other duties as assigned.
Qualifications
Skills, knowledge and abilities: (these are required to enable job holder to perform the essential functions of the job).
- Must have strong troubleshooting and critical thinking skills
- Must have the ability to diagnose and resolve basic computer technical issues
- Must be able to interact cordially and productively with a variety of people.
- Must be able to market Goodwill and explain the mission to the general public.
- Must possess good organizational and communication skills.
- Must be able to keep information confidential.
- Must be able to read, write and communicate clearly in English.
- Must be able to maintain an effective working relationship with, and among employees.
- Must be able to work a flexible schedule occasionally including evenings, weekends, and hours in excess of 40 hours a week.
- Ability to function in a hectic work environment with occasional periods of high stress.
- Must possess a valid driver’s license, appropriate insurance coverage and a privately owned reliable means of transportation to travel throughout Goodwill Gulf Coast territory to visit stores and locations on a regular and recurring basis. Under special circumstances, incumbent may be required to drive a company vehicle.
- Must be at least 21 years of age.
Experience And Education Requirements
- High school diploma or equivalent with 3 or more years’ experience in an information technology service desk and customer service environment or college degree in Computer Science or relevant field can substitute for required experience.
- Experience with Point of Sale Systems preferred.
- Experience with IOS and Android mobile devices required.
- Experience with Windows 10/11, O365 Administration.
Physical Requirements
- Ability to lift and carry objects weighing up to 25 lbs. frequently and 75 lbs. with assistance occasionally.
- Ability to use fingers, hands and wrists, repetitively.
- Ability to engage in bending, stretching, twisting and stooping.
Working Conditions
- Adequately lighted and ventilated building.
- Frequent travel throughout Goodwill’s service territory.
Critical Performance Factors
- Assures that Customer Service standards are met through positive feedback from managers and employees
- Assures all Goodwill workstations are properly maintained
- Supports Goodwill retail operations including Point-of-Sale devices and all store related operational IT needs
