IT Helpdesk Support- Tier 1

This position is hybrid but will work out of our corporate office in downtown Indianapolis so ideal candidates will live in or around the area. The general salary range is $17-$21/hr.

Goodwill of Central and Southern Indiana (GCSI) has a fleet of computers, tablets, phones, and other types of technology that are core to the daily operation and success of our organization. Due to the nature of the operation, rapid responses to IT-related issues are a core requirement for the success of the business. The IT Tier 1 Helpdesk Support position is a combination role composed of 1) providing first contact troubleshooting via our helpdesk, 2) furnishing onsite IT support to manage the large IT equipment inventory located in our main office, and 3) assisting with several key operational processes at the IT Service Manager's direction, and 4) performing various support functions within the IT department. The position reports to the IT Service Manager. This role requires availability and flexibility within the site's hours of operation. The typical working hours of this position are:

7 AM-4 PM or 8 AM-5 PM, Monday through Friday.

Example Duties and Activities

Helpdesk - Tier 1

• Provides Tier 1 hardware/software, Goodwill-specific applications, and telephone/voicemail support for incoming helpdesk requests including calls, walk-ups, and other inbound work requests.

• Takes a proactive role in communicating and advocating the consistent use of established company and industry standards and policies.

• Performs initial network troubleshooting to isolate and diagnose common network problems providing end users with connectivity support.

• Provides educational support for infrastructure applications to individuals, teams, and staff members. Creates online help documents for end users to improve their knowledge base.

• Supports meeting technologies which include set up, maintenance, and operation of conference room equipment not limited to projectors, screens, computers, laptop connections, audio equipment including soundboards, and video and audio-conferencing equipment.

• Triages, prioritizes, and resolves technical challenges.

• Escalates, as needed, problems beyond this role to the appropriate IT personnel which can include the Helpdesk.

• Interacts as needed with the vendor supporting the technology. Maintains currency on current and future releases, problems, and features. Accumulates and shares knowledge.

• Manages and responds to user access requests including permissions and authorities.

• Recommends to and/or assists management with determining how the functionality is used to operate in the environment.

• Performs vComm Modem Reboot management including restarts as needed

• Respects the inventory process for all IT equipment.

• Resolves form tickets including account creation, VPN requests, etc.

Required Competencies

• Degree and Credential Requirements: NONE! We value candidates who can demonstrate capability and articulate how prior experiences will help them contribute. We believe in continuous learning and professional development.

• Process Management (IT) - Defines, implements, and manages structured processes. Possesses the ability to write, document, maintain, and hold all accountable for policies and procedures. Adept at identifying and adhering to appropriate checklists for maintaining standards and conforming to security requirements in an IT environment. Ensures all documentation is accurate and up-to-date including the records for asset management, inventory parts management, trouble tickets, knowledgebase articles, checklists, user instructions, project requirements, etc.

• Customer Focus - Listens, comprehends, and relates with customers in an impartial, unbiased yet effective and balanced manner; shows empathy and asks appropriate questions while building and maintaining customer satisfaction with the products and services offered by the organization; provides excellent and timely service to internal and external customers either in-person, over the phone, or via email.

• Research Mindset - Seeks out and researches information effectively to identify opportunities to solve new and unfamiliar problems. Adept at database mining, assessing internal/external repositories, utilizing a network, asking good questions, and developing a plan with goals and outcomes. Strikes an appropriate balance between the thirst for knowledge and time management.

• Accountability - Takes ownership for completing all the steps within a problem/project as well as addressing any follow-up necessary. Takes initiative without waiting to be directed, exhibits a willingness to take on additional tasks, and completes them as requested and until the job is done. Takes ownership of mistakes and learns from them rather than makes excuses.

• Solution Provider - Efficiently identifies, determines causes, proposes, and implements solutions to solve problems in the workplace. Balances the needs of different people in a solution to a problem.

• Planning and Prioritization - Manages competing demands by effectively organizing issues by relevance considering operational objectives and customer service excellence. Excellent time management, planning, scheduling, and coordination skills. Is able to work in a highly structured environment and quickly adapts to changes in priorities or deadlines while maintaining a positive attitude. Effectively navigates complex situations to ensure that tasks are completed on time and to a high standard.

• Technical Knowledge - Strong working knowledge of Google Workspace and MS Office. Skilled at working with a variety of software/hardware systems and demonstrates the ability to learn the required tools.

Preferred Competencies

• Industry Expertise - Has worked in a fast-paced/interruptive environment with a customer service focus on either helpdesk assistance, tier 2 support, rudimentary network & telecommunications activities, and/or a production/operations environment. Manages high volume, profile, and/or urgent requests. Ideally familiar with an internal ticketing system.

Other Requirements

• Moderate to Hard Physical Work - is regularly required to walk and frequently required to do manual labor. The employee is occasionally required to stoop, kneel, or crouch and must occasionally lift and/or move up to 50 pounds. Must use tools such as power drills, screwdrivers, and cabling tools (such as crimpers).

Benefits: Full-time employees may participate in a comprehensive benefits program that includes:

• Continuing education and leadership development as well as tuition reimbursement

• Comprehensive health plan

• Generous paid time off (PTO) and paid holidays

• Sabbatical and parental leaves

• Life, dental and vision insurance

• Short- and long-term disability plans

• Nationally recognized preventive health and wellness program

• Section 125 pretax health spending account, dependent care spending account, and premiums

• Retirement planning options with generous company % match

• Eligible for the Public Student Loan Forgiveness (PSLF) program

Mission and Values: click here