Apply systems analysis technique and procedures, such as working with users to determine and setup hardware (PC, Mobile devices, Printers, POS systems), software and application configuration, apply changes, and other functional specifications. Provide support for the retail stores POS and donation systems. Assist the Director of IT with varies projects and tasks deemed necessary.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provide daily support for IT systems on the Goodwill network, which also includes printer, mobile device support. Performs duties in a timely manner while exhibiting strong customer service ethics. Manage the helpdesk ticket system and to ensure that all tickets are properly assigned and updated. Provide training as needed and assist users with software related problems.
Install and test installation of hardware and software peripherals. Installs software packages as requested and within licensing regulations. Repair IT systems as needed. This may include, but not limit to PCs, MACs, Tablets, VOIP and Cellphones.
Setup, support and administrate the user accounts, tills, discounts and customer groups in the POS system. Works directly with retail staff members to troubleshoot technical issues at the store.
Maintains user accounts and permissions to shares, folders and network printers via Active Directory. Assist with password resets for POS and network accounts.
Work with IT vendors to setup new equipment, including PCs, printers and mobile devices. Troubleshoot and generates RMA as needed to repair IT systems. Order new equipment based on the specifications defined by the end user.
Working knowledge in Microsoft operating system and office application. Knowledge in virtual and hosted (Azure) is also preferred.
VOIP support and administration. Assist users with voice mail password reset, make changes to phone numbers and extension numbers.
Work with users to determine hardware (PC, Mobile devices, Printers, POS systems), software and application configuration and setting changes, setups and other functional specifications.
Design, develop and setup of computer systems or applications, based on user specifications.
Design, modify and documentation of computer programs, such as the POS system according to the needs of the retail operation.
Generate daily reports for retail management and the director of IT. Provide updates to end users and the director of IT as needed.
Responsible for awareness of and adherence to all company and safety policies and procedures.
Performs other related duties as required and assigned. This may include support for camera systems, audio systems and tablets. This position requires traveling and requires after hour support as needed.
SUPERVISORY RESPONSIBILITIES
This job has no direct supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
Associates degree in Computer Science or Computer related degree with a minimum of 1 years of experience in desktop support. Knowledge in Windows environment. Hardware troubleshooting skills, including computer, laptop, mobile devices, OS installation, patches and updates required.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
COMPUTER SKILLS
Windows, MS Office, Exchange/Outlook, Mobile device (IOS and Android)
Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving minimal concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
The following certifications are preferred, but not required: Comptia A+.
Valid driver’s license; must have access to an insured vehicle.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must be able to regularly lift and/or move materials up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, distinction of colors and ability to adjust focus.
The work environment characteristics described in this section are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is occasionally moderate to loud.
Regular attendance is a requirement of this position. Core office hours are between the hours of 7:30 a.m. - 4:30 p.m., Monday through Friday. After-hours support as needed for system maintenance and outage. Occasional travel may be required.