IT Field Technician

The IT Field Technician is responsible for second tier desktop computer, laptop, telecommunication and Retail POS setup and troubleshooting at all locations.

This position performs customer follow-up, team communication and continued escalation until assigned work orders are completed in a timely manner and with outstanding customer service.

RESPONSIBILITY LEVEL:

IT Field Technicians perform services range from complete network implementations to proactive service contracts and managed services.

installations, maintenance, break-fix, and general merchandising tasks within office and retail locations.

Assists customers and peer groups with advanced troubleshooting, applications, and hardware installations.

Implements strategies to achieve the goals for the organization and second level technology support at all Goodwill locations.

Implements, revises and sustains policies, procedures and programs.

Typically works on projects and tasks that span 3 - 12 months.

PRINCIPAL DUTIES:

1.

Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments.

May serve as a team member or subject matter expert on formal projects or within the department.

Effectively engages in change affecting her/him, communicating appropriately with supervisor.

Follows through on learning, skill building, and practice necessary to adapt to change.
2.

Problem Solving: Light supervision; works independently.

Periodic review of work by manager or senior coworker.

Solves problems of moderate to advanced complexity; able to identify root cause, interpret data and resolve issues.
3.

Technical Skill: Understands and applies professional principles and skills within area of specialization to modify processes to resolve situations.
4.

Community Engagement: Champions Goodwill's community engagement initiatives and serves as an ambassador for Goodwill in the wider community.
5.

Troubleshoot, solve problems and perform maintenance on a verity of IT equipment such as registers, laptops, POS systems, servers and IP phone systems.
6.

Manages system issues through a full cycle from initial customer contract to resolution.

Perform customer follow-up, team communication and continued escalation until assigned work orders are completed in a timely manner and with outstanding customer service.
7.

Lead installation and configuration of new locations with regards to hardware, phone and network equipment setup, as well as, vendor coordination relating to IT.
8.

Coordinate troubleshoot and set-up new and existing hardware (PCs, laptops, mobile technology, Retail POS stations, printers, thin client terminals).
9.

Monitors and oversees outside contract work in assigned stores, ensures proper coordination and communication between all involved parties.
10.

Research, review and create documentation for all technical processes to be maintained in the technical support document library.
11.

Assists supervisor with recomme...