Job Title: IT Support Specialist

Department: Information Technology (IT)

Reports to: IT Manager

Status: Exempt

Mission Support:

Goodwill Houston (GWH) is transforming lives by connecting people to opportunities that advance the future of work. Through education, training, and employment, we create pathways to success for individuals facing employment barriers. We empower people, strengthen families, and impact communities by addressing both immediate and future workforce needs. With the generous support of our donors and retail customers, we are changing lives through the power of work.

Position Summary:

Responsible for technical support, system administration, and operational reliability across the organization’s technology environment. Ensures the stability, security, and efficiency of systems, networks, hardware, and software, and serves as a key liaison to end users, vendors, and leadership. Delivers first-contact resolution when possible, escalates issues appropriately, and supports both day-to-day operations and strategic IT initiatives.

Essential Duties and Responsibilities:

Administer, maintain, test, and implement operating systems and related software.
Apply system updates, patches, and security enhancements to ensure system integrity.
Verify daily that networks, servers, and critical systems are fully operational.
Configure systems according to organizational standards, policies, and procedures.
Establish and enforce standards for computer operations to ensure hardware and software compatibility.
Perform and monitor system backups; execute data recovery procedures as required.
Conduct regular internal system audits to ensure compliance, security, and performance.
Provide first-level and advanced troubleshooting support to end users for hardware, software, operating system, and network issues.
Analyze and diagnose technical problems promptly to arrive at effective solutions.
Escalate unresolved issues in accordance with the IT Service Level Agreement (SLA) while maintaining ownership through resolution.
Log, track, and maintain all help desk interactions using ManageEngine Helpdesk software.
Maintain and manage the help desk ticket queue, ensuring timely updates and resolutions.
Identify and respond to situations requiring urgent or emergency attention.
Provide after-hours support for systems and servers as needed.
Create, modify, and remove network accounts in Active Directory and Microsoft 365 (O365).
Configure and maintain user permissions on file servers to ensure data security and compliance with requirements.
Configure, support, and troubleshoot Virtual Private Networks (VPNs).
Deploy and manage antivirus solutions; perform virus, spyware, and adware removal and prevention.
Complete hardware and software installations, upgrades, removals, and configuration tasks.
Manage all corporate printers, copiers, phones, and related peripherals (office and store locations).
Order, configure, and support mobile devices; maintain accurate inventory records.
Receive all hardware and software shipments and maintain detailed asset inventories of all network-connected devices.
Ensure computer equipment, hardware, and software remain current and meet organizational needs.
Attend in-service training and professional development activities as assigned by leadership.
Stay current with system technologies, software updates, industry trends, and best practices.
Perform other duties as directed by management to support evolving organizational needs.

Additional Responsibilities:

Demonstrate professionalism, good judgment, and present a friendly, cooperative attitude.
Ability to multitask, make quick decisions, adapt to change, and collaborate effectively in a fast-paced, team-oriented environment.
Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
Must be punctual, maintain a professional appearance, and perform expected duties.
Maintain a high level of confidentiality.
Must perform all duties according to GWH safety procedures, maintain good housekeeping standards, and ensure all walkways are clear and free of clutter.
Adheres to local, state, and federal laws and regulations.

Minimum Qualifications:

A bachelor’s degree in computer science or a related field is required; equivalent professional experience may be considered in lieu of a degree.
A minimum of three (3) years of experience in IT support or customer service.
Proficiency in Windows OS, Microsoft Office Suite, and server administration.
Experience with cloud services and SaaS management.
Availability for nights, weekends, and after-hours support.
Strong communication and organizational skills.
Must have reliable transportation, a valid TX driver’s license, and insurance coverage.

Experience with MCP, CompTIA A+, CompTIA N+ is preferred.
Familiar with IT Standards (ITIL)and best practices are preferred.
Must be legally authorized to work in the United States without sponsorship for current or future employment. GWH does not offer visa sponsorship for employment purposes.

Key Performance Indicators (KPI):

System Uptime: Ensure systems are operational and available.
Patch Updates: Ensure system updates are completed in a timely manner.
Ticket Resolution Time: On-time resolution of requests.
Project Deadlines: Complete assigned projects on time.
Provisioning Time: On-time completion of new user provisioning.
License Management: Ensure users have appropriate and active Microsoft 365 licenses assigned.
Written Communication: Demonstrates strong writing and documentation skills.
Cybersecurity: Promotes a secure workspace by completing cybersecurity training on time.

Physical Requirements/Work Environment: