Help Desk Technician I

Goodwill Industries of Kentucky is looking for an energetic, self-motivated, dynamic professional Payroll Specialist to join our team! The Help Desk Technician I functions as IT’s single-point-of-contact for employees to receive technical support on the use of the company’s enterprise network, software, and end-user devices. The specialist is responsible for reducing barriers to using technical tools and helping new and current employees operate the technical tools needed to perform their jobs. This position is accountable for improving the information technology end-user experience. If you are looking for an opportunity that allows you to reach new goals while striving in a high-energy, fast paced environment, the Help Desk Technician I opportunity is for you.

Goodwill’s Mission is to connect Kentucky job seekers with the resources and services they need to find and maintain long-term employment and a career path. We serve Kentuckians who have disabilities or experience other challenges finding success in the workforce, such as criminal backgrounds, language barriers, limited education, lack of transportation and chronic poverty.

Job Type: Full-time, Exempt

Pay: $40.000

Essential Duties and Tasks:

• Provide technical support by the most effective means (e.g., remote access, telephone, email, chat, and/or on-site).
• Follow troubleshooting best practices and drive the problem resolution process using all available resources and escalating where appropriate.
• Maintain active and timely client communication, during and after resolution. Use incident handling, quality measurement procedures, and work instructions when communicating with clients. Perform client call-back and follow-up to ensure best possible customer support experience.
• Consult with IT colleagues and outside vendors as needed to respond appropriately to the client.
• Handle all IT processes for new and terminated employees.
• Log tickets through a ticketing system to accurately track service issues.
• Performs other duties as assigned.

Education and Experience:

• High School Diploma or GED required, Associates degree or higher desired.
• A and/or Net Certification desired.
• Minimum of 2-4 years of experience in a desktop support or customer service position.
• Must have a steadfast focus on customer service with a results orientation.
• Must possess versatility, discretion, and good interpersonal skills with ability to work with a variety of diverse people, providing excellent customer service.

Physical Demands:

• This job may have physical requirements that considered sedentary work. Sedentary work involves sitting for long periods of time; occasional bending, squatting, kneeling, stooping; good finger dexterity and feeling; frequent repetitive motions; talking, hearing, and visual acuity and occasional lifting up to 15 pounds.
• Travel to other locations beyond the assigned work location is rarely required.

Benefits:

• 403(b) Plan
• Company 403(b) Matching Contributions
• Employee Assistance Program (EAP)
• Tuition Reimbursement
• Medical, Prescription, Dental & Vision Insurance
• Generous Vacation Time & 8 Paid Holidays
• Short and Long-Term Disability Insurance
• Life, Dependent Life and AD&D Insurance
• Voluntary Term Life Insurance

Goodwill Industries of Kentucky is an EEO/AA employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity