IT Helpdesk Support - Tier I

This position 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.

Job Summary

Goodwill Legacy Group relies on a wide range of technology including computers, printers, phones, tablets, and other devices to support our mission and daily operations. The IT Helpdesk Support Specialist (Tier 1) plays a critical role in ensuring employees across the organization receive timely and effective technical support. This position is a hands-on, fast-paced role that combines helpdesk support, onsite technical troubleshooting, and operational IT support. The ideal candidate should be customer-focused, organized, and eager to solve technical challenges while supporting a mission-driven organization. This role reports directly to the IT Service Manager, and the typical hours of support are:  7 AM-4 PM or 8 AM-5 PM, Monday through Friday.

Example Duties and Activities 

• Serve as the first point of contact for IT support via tickets, phone, and in-person requests, providing Tier 1 troubleshooting for hardware, software, Goodwill-specific applications, phone/voicemail systems, and network connectivity issues; escalate complex problems as needed.

• Triage and prioritize incoming support requests to ensure timely resolution and manage user accounts, including permissions, access, VPN setup, and account creation.

• Provide onsite technical support across corporate and retail locations, maintaining and troubleshooting IT equipment and conference room technology (projectors, conference computers, audio/visual systems), including performing connectivity support such as vComm modem reboots.

• Maintain accurate inventory tracking and management of IT equipment and assets.

• Create and maintain user documentation, educate staff on effective use of technology, and stay current on system updates, best practices, and IT policies while promoting adherence across the organization.

• Support operational IT functions by assisting the IT Service Manager, collaborating with vendors to resolve issues, and contributing to departmental projects and initiatives as needed.

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.

• 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.

• Technical Knowledge - Strong troubleshooting skills with Windows-based systems and common business applications.  Basic understanding of network connectivity, hardware, and system troubleshooting.Strong working knowledge of Google Workspace and MS Office.

• Customer Focus - Listens, comprehends, and relates with customers in an impartial, unbiased yet effective and balanced manner; shows empathy and asks appropriate questions while building and maintaining customer satisfaction with the products and services offered by the organization; provides 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.  Good retention and ability to apply learning to a future set of parameters.

• 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.

• Communication Skills - Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend others' needs. Delivers information in person, in writing, and in a digital world.

Preferred Competencies

• 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.

Other Requirements

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.

Benefits: Full-time employees may participate in a comprehensive benefits program that includes:

• Continuing education and leadership development as well as tuition reimbursement

• Comprehensive health plan

• Generous paid time off (PTO) and paid holidays

• Sabbatical and parental leaves

• Life, dental and vision insurance

• Short- and long-term disability plans

• Nationally recognized preventive health and wellness program

• Section 125 pretax health spending account, dependent care spending account, and premiums

• Retirement planning options with generous company % match

• Eligible for the Public Student Loan Forgiveness (PSLF) program

Mission and Values: click here

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

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