Technical Support Representative

ESSENTIAL EXPECTATIONS
Customer Service Expectations
Serving customers at Goodwill has never been more rewarding.  Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.

Diversity, Equity, And Inclusion Expectations
Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued.  The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.

Safety Expectations
At Goodwill, safety is everyone’s job.  Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe.  Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.

POSITION EXPECTATIONS

Position Summary  
The Technical Support Representative position provides IT support to internal users of computer systems, software, and hardware through troubleshooting, diagnosing, and resolving various issues that may arise. Technical Support Representatives are responsible for communicating and coordinating with vendors as needed. Technical Support Representatives also provide guidance, training, and assistance to users on how to use technology effectively and efficiently.

Responsibilities 

• Follows and upholds the policies and procedures of the organization regarding the use of technology.
• Receives and logs user requests made via phone, email, and in person; prioritizes requests by urgency and impact; updates requester and IT team on status of requests; completes and closes requests in a timely manner.
• Assists internal team members with IT support as the first point of contact.
• Provides new team members with workstation needs and account configuration(s).
• Troubleshoots and resolves hardware and software issues for the organization (in person and remote).
• Installs hardware and software programs as needed.
• Maintains inventory of supplies needed to resolve hardware issues.
• Develops and maintains a strong understanding of the organization’s business operation structure.
• Develops and maintains a strong understanding of the products and services utilized throughout the organization.
• Maintains, and creates as needed, documentation of procedures within the department.
• Creates user guides and provides training to end-users for products used within the organization.
• Performs routine maintenance on workstation hardware.
• Possesses and executes efficient time management skills.
• All other duties as assigned by management.
• Assists in any other projects or tasks as determined by management.  

Core Competencies                    
Job Knowledge
Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment.  Discerns how the job relates to other functions within the department and Goodwill operations.  Follows policies, procedures, and safety protocols.
Dependability
Meets deadlines and works autonomously.  Focused, punctual, and maintains consistent attendance.  Accountable and can be relied upon during challenging and unexpected situations.
Service Oriented 

Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills.  Establishes and maintains effective relationships.  Meets quality standards and evaluates customer satisfaction and results.  
Teamwork
Works collaboratively and respectively with others and is sensitive to team member engagement. Communicates openly seeking and providing support. Shares knowledge, provides assistance, and contributes well as a leader, facilitator, or participant. Accountable to team.

Job Specific Competencies    
Initiative    Proactively evaluates, selects and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked.
Interpersonal Skills    Displays effective verbal, non-verbal and listening skills. Self-confident, positive, and adaptable. Builds strong relationships and solicits feedback. Manages conflict and is receptive to feedback. Empathetic and emotionally intelligent.  
Results Oriented    Defines and exceeds goals with resolve and ingenuity. Designs and implements plans. Possesses vision and identifies steps for achievement. Ambitious and goes above and beyond expectations. Assesses and revises strategies based on outcomes.
Self-Confidence/Resilience    Measured confidence to take on demanding work or put forward views when they may be challenged. Stays calm in a crisis. Handles competing demands. Overcomes setbacks. Welcomes and learns from criticism.
 

Environmental Factors 

• Duties may be performed in an office environment with regulated temperatures. 
• Duties may be performed outside of the office environment where no cooling or heating regulation will be available; exposure to heat, cold, dust, and humidity are a possibility.

Physical Factors

• Ability to lift, carry, push, and pull a minimum of 25 pounds.
• Ability to stand, walk, reach, stoop, lift, pull, bend, and kneel for extended durations of time.

Education, Experience and Requirements
Required

• High school diploma or equivalent.
• Proficient in Microsoft Office and related applications.
• Knowledge of common operating systems, software applications, and hardware devices.
• Proficient in providing verbal/written direction.
• Ability to work independently and as part of a team.
• Strong attention to detail and meeting deadlines.
• Willingness to learn new skills and technologies.
• Proven reliability in meeting attendance expectations.
• Ability to perform various field work assignments.

Preferred

• Currently working towards obtaining an IT certification.
• Minimum of one year of experience in providing technical support to users of computer systems, software, and hardware.
• Ability to continuously perform repetitive work at a consistent pace.
• Exhibits a high level of adaptability and flexibility.