Goodwill SOLAC Hiring for IT Technical Support Analyst Job at Long Beach, CA Full Time

Goodwill, Serving the People of Southern Los Angeles County (SOLAC) is a 501(c)(3) nonprofit organization that transforms donated goods into job training, education and placement services for individuals with barriers to employment. Goodwill SOLAC serves 22 cities and communities throughout Southern Los Angeles County.

Our job readiness programs empower individuals, strengthen families and build stronger communities. Placing individuals in productive and competitive employment fills them with the value, joy and dignity of a paycheck. We believe putting people to work not only benefits the individual, but also the community’s economic vitality through taxes, spending power, real estate values, quality of life, and relief from social services and welfare systems.

When you join Goodwill, you are not only embarking on the next chapter of your own professional career journey, but you are also joining the worldwide mission to ensure that members of your own community are provided a pathway to a better future career journey too.

Job Description

IT Technical support analyst

Division 800

Summary Description:

The primary responsibility of this position will be to provide technical support of desktop computers, applications, Retail Point of Sale systems, and cloud technology to end users in person, over the phone, via remote control software, and onsite visits as required. The position will also perform installation and testing of computer systems, peripherals, mobile devices, and communication systems with established guidelines, and may work with external vendors and consultants as necessary.

Exemplary Duties / Responsibilities:

· Provide network/technical administration and troubleshooting for all versions of Windows clients and servers

· Provide support for Active Directory, DNS, DHCP, MS Office and any server related applications and services

· Maintain and support systems, servers, firewalls, routers, switches and a variety of software applications

· Develop and maintain technical documentation, end-user guides, and operational procedures

· Identify, troubleshoot, and resolve data networking related issues and/or network design solutions both internally and with external vendors

· Troubleshoot and resolve LAN/WAN connectivity issues as they arise

· Process and provide timely and accurate status on all ongoing helpdesk and support issues and follow up

Core Competencies:

To perform the job successfully an individual should demonstrate the following competencies:

· Consistently models the highest levels of customer service and professionalism; responds with a high degree of urgency to the needs and requests of others. Understands the impact of their work on others.

· Maintains constructive relationships with all levels of personnel.

· Demonstrates respect for everyone contacted.

· Willingness and ability to adjust to changing conditions or priorities.

· Manages time and support activities efficiently.

· Deals constructively with technical problems and stressful situations. Recognizes and responds to urgencies in a calm manner.

· Patient and adaptable with users of varied levels of technical proficiency or knowledge.

· Ability to work productively and independently with minimal supervision.

· Accurately provides and receives information in oral, written and electronic communications.

· Exceptional interpersonal skills.

· Actively listens to others and demonstrates understanding of other points of view. Consistently provides ideas and information in an articulate, professional manner in user-friendly language.

· Takes initiative, accepts responsibility, applies analytical skills to solving problems and making decisions.

· Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities.

· Understands safety and regulatory policies.

· Actively follows and promotes practices accordingly in the workplace.

· Promotes and demonstrates cooperation and teamwork throughout the organization.

Core Competencies II:

To perform the job successfully an individual should demonstrate the following competencies;

• Confidentiality – Understands and adheres to high level confidentially in all work-related information discussions and information sharing in all meetings of the board, and by upper level staff.

· Ethics and Values – Adheres to Goodwill core values and beliefs during both good and bad times; acts in line with those values.

· Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in a group problem solving situations; uses reason even when dealing with emotional topics, people and/or situations

· Task Management –Communicates changes and progress; completes projects on time and budget.

· Technical Skills – Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others

· Customer Service – Responds promptly to customer needs; solicits employee feedback to improve service; responds to requests for service and assistance; meets commitments.

· Interpersonal Skills – Listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things

· Verbal Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills effectively; participates in meetings.

· Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; welcomes feedback; contributes to building a positive team spirit; promotes inclusiveness, puts success of team above own interests; supports everyone’s efforts to succeed.

· Diversity –Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment. Must be able to work with diverse cultures, as well as those with barriers to employment, inclusive of disabled populations.

Employment Standards:

Education & Experience:

Any combination equivalent to education and experience that provides the required knowledge and skills is qualifying. Typical qualifications would be equivalent to:

· Four-year degree from accredited college/university with a focus/emphasis on business in an IT- related field, Information Systems, Information Technology, Computer Science and/or an equivalent combination of education and experience. Current CompTIA and/or Microsoft Certifications preferred

• Generally, 5-6 years of minimum experience as Helpdesk AND Systems Administration support for 100+ end users

Knowledge:

Extensive knowledge of the following technologies and systems:

· Minimum 3-5 years of experience in related field

· Excellent Windows hardware, operating system and troubleshooting skills

· Wireless and network configuration experience including DHCP, DNS, TCP/IP, VPNs, VLANs

· Windows Active Directory, Office 365, client software and cloud services

· Strong and professional English communication, both written and verbal

· Good project management and organizational skills

· Must be a self-starter and able to multi-task

· Ability to lift 30 pounds including computers and peripherals

· Microsoft/Cisco certifications a plus

· Experience with Retail Point of Sale Systems and Surveillance DVR/NVR systems a plus

Licenses:

Must possess a valid California motor vehicle operator’s license, auto insurance as required by law and be willing to use his/her personal vehicle in the course of employment.

Special Requirement:

Must be willing to work flexible hours which may require evenings and weekends.

Physical Effort/Conditions/May Require Physical Demand Analysis, Section 19:00 Subject 19:02

Work conditions include:

· Combination of sitting, standing, and moving about the facility and visiting remote facilities to provide support

· Dexterity of hands and fingers to operate a computer keyboard, mouse, various tools, and to handle other computer components.

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

· Employee must be available for full-time employment, afterhours support and rotating weekend on-call support

· Up to 50% travel to offsite locations with mileage reimbursement

This job specification should not be construed to imply that these requirements are the exclusive standard of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required by their supervisor.

Job Type: Full-time

Pay: $24.00 – $29.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Weekend availability

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location