IT Technical Support Analyst I (part-time)- hybrid

his 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-$20 / 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 2 Technical Support Analyst I provides IT Support for all areas of Goodwill of Central and Southern Indiana (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 Tier 2 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.

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.

Technical Support - Tier 2, Level 1

Troubleshoot all end-user devices, including workstations, mobile devices, tablets, and IoT.

Performs initial network troubleshooting to isolate and diagnose common network problems such as connectivity.

Respects the inventory process for all PCs, monitors, and other IT equipment.

Perform device configurations and deployments.

Provide Printer Support and Deployments for all end users.

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

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.

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.

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 - P rovides excellent and timely service to internal and external customers either in-person, over the phone, or via email.

Maintains a professional and positive attitude.

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. 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 15% + / - 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 : Goodwill offers a competitive package of benefits even for part-time employment that includes :

Corporate wellness program that includes : an Employee Assistance Program (EAP), on site health coaching and wellness discounts (Weight Watchers, YMCA, etc.)

Discount programs for phone carriers (Verizon, AT&T, etc.) and 20% discount off Goodwill retail stores immediately upon hire

Financial education programs- credit union membership and access to online workshops

Mental health support with up to 15 free counseling sessions for you and any family members

Mission and Values : click here

Goodwill of Central and Southern Indiana is an EEO Employer / Vet / Disabled

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