Goodwill Industries of Southern Arizona, Inc.

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Senior IT Support Specialist

at Goodwill Industries of Southern Arizona, Inc.

Posted: 9/21/2020
Job Status: Full Time
Job Reference #: 1523

Job Description

Are you right for Goodwill?

Our mission to provide jobs and training to people to gain skills and achieve independence is why we do what we do. Our success happens when all team members believe in and support our mission and live by our values every day. If you will contribute to our mission, live our values, and commit to doing your best, please complete this application. If you cannot commit to do all of these things, please stop here and do not complete the application. 

With the right team members, we can realize our vision where all people have the opportunity to reach their potential and contribute to our community.

How this role supports our mission:

The Senior IT Support Specialist applies advanced understanding of information system products and services to support users and company objectives. Takes the necessary steps to recognize, research, isolate, and resolve problems of a complex nature. Provides guidance and training to others as needed. Supports the ticketing system and its associated reporting metrics. Assist in systems administration, networking, and database administration.

What we require from you:

Special requirements: 

Associate’s degree in Information Technologies, or related field preferred; or

Four (4) years’ of equivalent work experience with broad range of technology and applications, preferred 

Demonstrate technical knowledge of personal computers, desktop applications, and experience with usage, installation, repair, and configuration of user equipment.

Additional Requirements:

Ability and willingness to perform all job tasks with a positive attitude. 

Communicate in an honest, polite, and well-intentioned manner. 

Do the right thing. 

Respond to all help desk requests, applying advanced diagnostic techniques to identify problems; investigate causes and recommend solutions; escalates tickets to other team members as appropriate.

Proactively maintain communications with users through analysis and resolution process particularly in difficult customer situations, to keep them informed of status; provide follow-up once resolved to ensure customer satisfaction.

Participate in the administration of VMware, Windows servers, and applications, including point-of-sale, email, accounting, and backup systems.

Install; configure; and upgrade computer hardware, software, and network equipment to company standards, utilizing automation tools where appropriate.

Participate in security monitoring and response resolution, including but not limited to endpoint protection, IDS, SIEM, FIM, and other tools.

Proactively monitor Windows servers and enterprise applications, responding to alerts and issues, escalating recurring or critical issues as necessary.

Proficient with the daily operation of the Point of Sale (POS) system; including but not limited to cash sales, credit and gift card transactions, returns, vouchers, discounts, batch settlements, and end-of-day processing.

Create and maintain accurate and timely "Continuity Red Book” documentation for assigned duties and responsible areas for efficient and effective troubleshooting, knowledge base, succession planning, and disaster recovery purposes.

Ability to work independently, with minimum supervision. 

Ability to be flexible and adapt to changing priorities and environments. 

Ability to read, write, and speak English; follow written and verbal instruction. Bilingual a plus.

Possess current AZ driver’s license, and personal transportation with proof of auto insurance.

Employee Benefits: 

Paid Time Off (PTO) 

Paid Sick Leave 

Company-paid Telemedicine plan 

Medical, dental, and vision insurance 

Long- and Short-term Disability

Identity Theft Protection

403(b) retirement plan 

30% employee discount 

Criminal background screenings will be conducted on all eligible candidates. Only convictions that could impact this position will be considered. 

We encourage all national service members, veterans, and their family members to apply. 

Location: Tucson, AZ

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!