• Job Description

  Req#: ANALY015285

  Applications due by June 6, 2024

  Goodwill of Colorado

  Job Description

  Pay: $72,800

  Work Schedule: Full-Time; Monday - Friday

  This full-time position is eligible for Medical, Dental, Vision, Short Term Disability, Life/Accidental Death and Dismemberment, Flexible Spending Accounts, Long Term Disability, and several voluntary supplemental benefit offerings. In addition, these positions are eligible for paid time off in the form of vacation, sick, holiday, floating holiday, jury duty and bereavement leave. All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan – must be 18 years of age to participate.

  JOB SUMMARY:

  The Service Desk Technician III role is to ensure proper computer operation and maintenance so that end users can accomplish business tasks. The role’s primary focus is on deploying, maintaining, and servicing Information Technology (IT) equipment and IT inventory management. This includes actively troubleshooting and resolving escalated end-user help requests within established Service Level Agreements (SLAs). Problem resolution may involve diagnostic and help request tracking tools and require that the individual give in-person, hands-on help at the desktop level and onsite support throughout the organization.

  This role will also be responsible for supporting the Goodwill of Colorado Excel Center as a technical resource when needed.

  ESSENTIAL FUNCTIONS:

  Strategy and Planning:

  · Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.

  · Alert management to emerging trends in incidents, with a primary focus on retail IT equipment.

  · Work with Service Desk Management to improve processes and Knowledge Based (KB) Articles/ Documentation.

  · Collaborate with Service Desk technicians, both Level 1 and 2, for incident resolution and service fulfillment.

  Acquisition and Deployment:

  · Deploy hardware and software as needed using standard deployment tools and defined processes.

  · Assist in software releases and rollouts according to change management best practices.

  · Deploy and recover IT assets within the organization as needed and track within the asset management software.

  Operational Management:

  · Act as primary contact for Excel Center technical support and onsite issues.

  · Act as primary support for Telephony systems for adds (additional devices, phones, etc.), moves, and changes.

  · Assisting in providing Level 1 support when request volumes are high.

  · Act as an escalation point for advanced or difficult incidents or service requests.

  · Serve as an escalation point for advanced or challenging incidents or service requests.

  · Build rapport with service desk customers.

  · Work with Service Desk Technicians for training and development.

  · Escalate incidents with accurate documentation to suitable technician or vendor, when required.

  · Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

  · Use remote tools and diagnostic utilities to aid in troubleshooting.

  · Research solutions through internal and external knowledgebase as needed.

  · Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.

  · Perform preventative maintenance, including checking and cleaning of servers, data closets, and other IT equipment as needed.

  · Test fixes to ensure the problem has been adequately resolved.

  · Perform post-resolution follow-ups with Level 1 Technicians as required.

  · Develop help sheets and Frequently Asked Questions (FAQ) lists for end users.

  · Contribute to technician knowledge base and training as needed.

  · Reinforce SLAs to manage end-user expectations.

  · Provide suggestions for continual improvement.

  QUALIFICATIONS:

  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Education:

  · A College diploma or university degree in computer science and/or 5 years equivalent work experience.

  · Certification in ITIL, ITSM, or Microsoft products a plus.

  Experience:

  · Experience with desktop operating systems, including Windows and Mac OS.

  · Extensive application support experience with Microsoft Suite.

  · Working knowledge of a range of diagnostic utilities.

  · Experience working in an ITIL driven environment and knowledge of ITIL principles and processes.

  · Exceptional written and oral communication skills.

  · Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

  · Strong documentation skills.

  Other:

  • Ability to conduct research into a wide range of computing issues is required.

  • Ability to absorb and retain information quickly.

  • Ability to present ideas in user-friendly, business-friendly, and technical language.

  • Highly self-motivated and directed.

  • Keen attention to detail.

  • Proven analytical and problem-solving abilities.

  • Ability to effectively prioritize and execute tasks in a high-pressure environment.

  • Exceptional customer service orientation.

  • Experience working in a team-oriented, collaborative environment.

  • 40-hour onsite work week.

  • Participate in a call rotation schedule as needed.

  • Sitting for extended periods of time.

  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.

  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

  • A valid Colorado driver’s license without a history of violations is required*.

  *Per contract requirements with vehicle insurance provider: Qualified candidates must be 21 years of age and have no major traffic violations for previous 3 years (for driving/insurance purposes). Must have reliable transportation; must also be able to operate company vehicle.

  Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses.

  Goodwill participates in E-Verify. For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify

  We promote a Safe & Drug-free Workplace.

  Physical Requirements

  Attachment to Job Description

  Job Title: 799 - Analyst III, Service Desk Technician Dept Number: 9300

  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Guide to Physical Requirements:

  • Continuously (5-8 hours)

  • Frequently (3-4 hours)

  • Occasionally (1-2 hours)

  • Never

  LIFTING: (as defined by ADA)

  Heavy: 45 lbs & over - OCCASIONALLY

  Moderate: 15-44 lbs - FREQUENTLY

  Light: 14 lbs & under - FREQUENTLY

  CARRYING:

  Heavy: 45 lbs & over - OCCASIONALLY

  Moderate: 15-44 lbs - FREQUENTLY

  Light: 14 lbs & under - FREQUENTLY

  PUSHING/PULLING - OCCASIONALLY

  REACHING:

  Above Shoulder - OCCASIONALLY

  At Shoulder - FREQUENTLY

  Below Shoulder - FREQUENTLY

  TWISTING - FREQUENTLY

  BENDING - FREQUENTLY

  KNEELING/CRAWLING - OCCASIONALLY

  SQUAT - OCCASIONALLY

  CLIMBING:

  Use of legs only (stairs) - OCCASIONALLY

  Use of arms & legs (ladders) - OCCASIONALLY

  HEARING - CONTINUOUSLY

  VISION:

  Visual, close - CONTINUOUSLY

  Visual, distant - CONTINUOUSLY

  Visual, depth perception - CONTINUOUSLY

  HANDS/FINGERS:

  Simple grasping - CONTINUOUSLY

  Fine Manipulation - CONTINUOUSLY

  Repetitive Movements - CONTINUOUSLY

  WALKING - FREQUENTLY

  STANDING - FREQUENTLY

  SITTING - CONTINUOUSLY

  SPEAKING - CONTINUOUSLY

  OTHER, please describe – Driving

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

  The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

• About the company

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