IT HELPDESK SUPPORT SPECIALIST_RETAIL

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.

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.

Administer, maintain, test, and implement operating systems and related software.

Verify daily that networks, servers, and critical systems are fully operational.

Establish and enforce standards for computer operations to ensure hardware and software compatibility.

Perform and monitor system backups; execute data recovery procedures as required.

Provide first-level and advanced troubleshooting support to end users for hardware, software, operating system, and network issues.

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).

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.

Must perform all duties according to GWH safety procedures, maintain good housekeeping standards, and ensure all walkways are clear and free of clutter.

A bachelor’s degree in computer science or a related field is required; 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.

Familiar with IT Standards (ITIL) and best practices are preferred.

Project Deadlines: Complete assigned projects on time.

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.

Able to spend most working hours at a computer.

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