What are the responsibilities and job description for the IT Service Desk Technician position at GOODWILL INDUSTRIES OF TULSA, INC?
We are seeking a skilled IT Service Desk Technician to provide technical assistance to our computer users. The ideal candidate will answer questions and resolve computer problems for clients in person, over the phone, or electronically. This role includes provisioning new computers and enhancing our technology infrastructure to increase efficiency and security.
Essential Job Functions:
- Provide technical support for computer hardware and software issues.
- Support Microsoft's core business applications, including Office 365.
- Resolve technical issues for employees via phone, in person, or electronically, escalating to engineering or vendor support when necessary.
- Track and document issues and resolutions.
- Recommend and implement hardware and software improvements.
- Provision new computers for employees.
- Track the creation, transition, and retirement of IT assets.
- Design, implement, and support services within the Microsoft ecosystem.
- Support all disaster recovery solutions.
- Monitor and respond to RMM (Remote Monitoring and Management) alerts and notifications.
- Manage patch updates for servers and workstations.
- Document current and new configurations and processes.
- Review and adhere to company safety policies, programs, and procedures. Attend safety training sessions and meetings.
Experience Requirements:
- Previous experience in IT customer service.
- Experience troubleshooting and repairing Windows workstations and servers.
- Knowledge of network configuration, including LAN, WAN, WWAN, VLAN, VPN tunnels, wireless networks, routers, firewalls, and security protocols.
- Ability to build rapport with clients through strong and precise communication skills.
- Proven troubleshooting and critical thinking skills, with a positive and professional demeanor.
- Ability to perform other duties as assigned.
Other Job Requirements:
- Must be a self-starter and problem solver, requiring minimal supervision.
- Must be at least 21 years of age.
- Must have a valid Oklahoma Driver's License with a good driving record.
- Must maintain appropriate requirements for legal vehicle operation, including current automobile insurance and license plate.
- Must pass a required criminal conviction background check.
- Must comply with Goodwill's Drug-Free Workplace policy.
- This is a safety-sensitive position, as it includes tasks or duties that could affect the safety and health of the employee or others.
Educational/Skill Requirements:
- Associates or Bachelors Degree in Computer Science, Management Information Systems, or a related field (or equivalent experience).
- Knowledge of Financial, HR, POS, and CSM domains is helpful.
- Minimum of one (1) year experience in Help Desk or similar work.
