IT Technical Support Analyst III

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 $26-$30/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 Technical Support Analyst III provides IT Support for all areas of GCSI. This role is the primary face of the Information Technology (IT) department to the entire organization, and therefore customer service is of the utmost priority. The Analyst provides support by receiving requests for service via the phone, voicemail, email, walk-up, automated alerts, and other types of correspondence. The position requires extensive knowledge and work in the areas of desktop support, mobile phone support, AD management, Google Management, office automation, and support for selected applications.

Support is provided in person, in the field at various sites, and remotely. 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

Technical Support - Level 3

• Reviews all open tickets that exceed two weeks in age. For tickets that cannot be resolved, escalate to the appropriate team or individual.

• Performs system admin. responsibilities, including high-level AD administration, OU Management - creation and deletion, and GPO management - creation and deletion.

• Deploys software remotely using given tools.

• Identifies the nature and scope of reported network and system issues when escalated from lower tiers. This role is responsible for the last effort of troubleshooting before escalating to Tier 3 teams associated with school technology.

• Validates/traces layer-1 infrastructure wiring and understanding of telco providers' demarcation equipment.

• Assists with the selection and ordering of new equipment for projects.

• Aids with hardware recommendations and status changes related to Life Cycle Management.

• Manages deployment and testing of hardware for new and relocating sites, including schools, stores, commercial services locations, etc.

• Manages secure destruction of obsolete or broken IT equipment

• Provide guidance and training to technical liaisons associated with technology required for the specific business unit

• Works to improve critical IT processes and tools

• Assists with vendor communication

• Helps mentor and grow other helpdesk staff

Required 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. Uses and troubleshoots Windows 7,8.1, and 10 on a variety of hardware platforms. Adept at using and troubleshooting iOS and Android mobile devices. Knowledgeable of DHCP, DNS, Active Directory (moves, adds, changes), VPN access, and network connectivity.

• 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.

• 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.

• 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. Good retention and ability to apply learning to a future set of parameters.

• 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. Meets the needs of different constituents in the solution of 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.

Other Requirements

• Travel - Willing to travel 20% +/- of the time to various locations throughout the territory of GCSI.

• On Call - Is available to work on-call duty rotation providing occasional after-hours, weekend, project, and emergency support.

• 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).

• Background Screening - All candidates must pass a pre-employment background check. Must have a valid driver's license, up-to-date auto insurance, and a good driving record.

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