Job Summary: The purpose of this position is to provide basic technical support to internal staff through communication via email, phone, and other methods. Excel with a commitment to providing the best service possible, a passion for helping others and solving problems. This is a great opportunity if you have an interest in starting a career in Technology but do not have work experience in the field.

Supervision Received: The Technical Support Representative receives leadership from the Director of Information Technology to handle the day-to-day operations

Responsibilities:

• Act as first point of contact for all IT issues – Deliver a high level of service with every interaction.
• Troubleshoot and resolve technical issues for internal customers – Partner with other departments (retail, marketing, tech, etc.) to resolve issues and deliver top service.
• Maintain Service Desk - log all calls, prioritize calls as necessary, respond to calls based on priorities, update staff on status of calls and resolve calls as quickly as possible with an emphasis on customer service
• Install desktop software programs and hardware as needed- RAM, hard drives, printers, scanners, printer drivers, speakers, phones, computers, laptops, etc.
• Maintain inventory of supplies needed to resolve hardware issues- computer hardware components
• Possess a strong understanding of the organization's products and services but escalates complex inquiries.
• Plan details and sequence of own work to achieve priorities within the Service Desk.

• Ensure compliance with all Goodwill of Southern Nevada (GWSN) policies provided in the Team Member Goodwill Guidebook, Goodwill Industries International standards, and safety and security regulations.

• Adhere to all GWSN Retail Manuals, handbooks, policies, and procedures.
• Other duties as assigned.

Requirements:

• Must be a good communicator with the skills of patience and tact to train and support internal customers at a variety of technical skill levels.

• Must maintain professionalism and confidentiality,
• Must be able to handle complaints and difficult situations in a calm and patient manner

• Must demonstrate accuracy, completeness, and timeliness of assigned projects and documentation.

• Must be able to work a flexible schedule, nights, holidays, and weekends.
• Must exhibit a high level of integrity and business ethics.

• Must have the ability to respond and resolve requests by priority within the allotted time.
• Must provide proof of identification and eligibility to work in the United States of America.
• Must be fluent in English, bilingual a plus.

Physical Factors: Includes lifting/moving electronic equipment between 25 to 50 lbs.

Environmental Factors: Majority of the duties are performed in an office environment that has regulated temperatures. Position consists of long periods sitting, communicating through phone and email.