IT Support Specialist - Remote

# IT Support Specialist
## About the Role
Goodwill is seeking an **IT Support Specialist** to provide high-level customer service and technical support for the IT needs of its retail locations. This role is responsible for diagnosing and troubleshooting computer, software, hardware, and telecommunications issues; implementing solutions; managing support requests; and escalating issues when additional technical assistance is required.
The IT Support Specialist provides both **remote and in-person technical support**, including travel to Goodwill store locations for hands-on assistance. The ideal candidate is self-motivated, organized, detail-oriented, customer-focused, and comfortable managing multiple IT support requests while ensuring issues are resolved in a timely manner.
## Key Responsibilities
* Provide remote and in-person technical assistance for computer systems, software, hardware, and telecommunications issues.
* Troubleshoot hardware and software problems and provide break/fix support.
* Manage, track, and escalate support issues to ensure timely resolution.
* Travel to Goodwill retail locations to provide hands-on IT support.
* Respond to internal customer requests through email, phone, and web-based support channels.
* Log all support requests in the helpdesk system.
* Assist users with desktop applications and provide basic user training.
* Provide first-level technical support for computer systems, software, hardware, and telecommunications systems.
* Diagnose issues and implement appropriate solutions or escalate problems to network and system support personnel when necessary.
* Follow up with customers to confirm that reported issues have been resolved.
* Gather customer feedback regarding computer usage and IT support needs.
* Perform other job-related duties as assigned.
## Required Qualifications
### Education
* High School Diploma or equivalent.
### Experience
* One to two years of industry experience, support center, or helpdesk experience.
* Proven break/fix computer troubleshooting skills.
### Technical Skills
* Working knowledge of basic hardware and software systems.
* Working knowledge of Microsoft products, including **Outlook, Word, and Excel**.
* Basic troubleshooting skills and experience using remote troubleshooting applications.
### Skills & Other Requirements
* Strong customer service skills.
* Detail-oriented and well organized.
* Ability to multitask and manage multiple support requests.
* Self-motivated approach to addressing IT concerns.
* Reliable transportation, valid driver's license, and ability to drive to locations throughout the Goodwill market area.
### Certification
* A+ Certification.
## Preferred Qualifications
* Certificate in Computer or IT-related area of study or equivalent.
* **MCSA (Microsoft Certified Systems Administrator)** certification.
* Point-of-Sale (**POS**) support experience.
## Work Arrangement
* Combination of **remote and in-person IT support**.
* Travel to Goodwill retail locations is required for hands-on technical support.
* Reliable transportation and a valid driver's license are required.
## Core Keywords
IT Support Specialist, IT Support, Help Desk, Helpdesk, Technical Support, Desktop Support, Hardware Support, Software Support, Break/Fix, Troubleshooting, Remote Support, Microsoft Outlook, Microsoft Word, Microsoft Excel, Telecommunications Support, POS Support, User Training, Incident Management, Issue Resolution, Escalation Management, A+ Certification, MCSA.

Work arrangement
Yes