IT SUPPORT TRAINEE Job Details Job Location Corporate Office - Maple Shade, NJ Position Type Full Time Education Level High School Salary Range $40,000.00 - $40,000.00 Salary Job Category Information Technology Description POSITION PURPOSEThe IT Support Trainee is responsible for delivering Entry Level IT support to Goodwill employees, customers, and clients, assisting the IT department in the overall day to day IT operation, assisting the IT department with project rollouts, and completing IT support related functions at all Goodwill site locations. This position will primarily work at the corporate office IT helpdesk with the need to travel to other sites within the territory on an as-needed basis. SPECIFIC DUTIES 1. Follows all Goodwill policies and safety procedures. Must possess professional etiquette.2. Provide entry-level support for all Information Technology to Goodwill employees, clients, and occasionally, customers. Support may include answering questions, troubleshooting problems, teaching or instructing individuals regarding software or hardware functionality, project work, and communicating policy.3. Primarily works at corporate IT helpdesk answering support calls, emails, and tickets to resolve issues remotely. Occasionally travels to other Goodwill sites when required/as needed if problem cannot be solved remotely.4. Engages in research and in-depth troubleshooting to resolve various technical issues.5. Resolves Entry Level/Level 1 IT Issues on a best effort basis. Escalates complex and/or high priority problems to appropriate personnel, vendors, or support groups for resolution.6. Provides Entry Level support for projects, major deployments, new site builds (stores, schools, offices, warehouses, donation centers).7. Assists Director of Technology and Goodwill IT staff with daily administrative tasks and needs related to IT operation.8. Assists Director of Technology and Goodwill IT staff with maintaining successful IT vendor/partner relationships.9. Maintains IT warehouse and IT inventory. Works with outside IT vendors to handle equipment/inventory exchanges.10. Checks daily backup reports, antivirus reports, network alerts, and other monitoring to mitigate found issues.11. Processes RMAs, hardware warranties, and equipment exchanges with hardware providers.12. Installs and configures computer applications, hardware, phones, systems, networks, printers, scanners, and other IT items.13. Monitors and maintains computer systems, networks, servers, and applications.14. Responds in a timely manner to service issues and requests via walk-up, email, phone, or ticket.15. Sets up hardware, phones, and accounts for new users.16. Tests new technology and takes part in Research and Development.17. Works within Proactive Services delivery area performing patch management, antivirus updates, firmware updates, etc.18. Performs server and network maintenance.19. Occasionally attends meetings with Goodwill leadership or IT partners.20. Occasionally travels to other Goodwill sites when required/as needed.21. Regular attendance Monday-Friday 8AM-5PM.22. Must always maintain a clean, neat, professional personal appearance.23. Must always maintain a clean, neat, organized work area.24. All other duties as assigned. Qualifications JOB QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1.Basic organization and time management abilities.2. Basic understanding of troubleshooting PC software, hardware, and peripherals.3. Basic knowledge of the Windows OS (7,8,10,11).4. Basic understanding of Windows Server OS (2003, 2012, 2016, 2019, etc).5. Basic troubleshooting skills with Microsoft Office Suite.6. Experience with handheld devices.7. A basic understanding of TCP/IP and network concepts.8. Understands antivirus software and ability to resolve spyware, malware, and virus issues.9. Basic written, documentation and verbal skills.10. Well organized and a strong desire to resolve issues in a timely manner.11. Ability to work with Goodwill employees, clients, customers, and individuals with disabilities.12. Ability to work within an office, school, store, or warehouse environment.13. Possesses the following competencies: technical capability, business acumen, critical thinking, mission focus.14. Possess a valid driver’s license with reliable transportation in order to assist Goodwill at all sites and projects as needed.15. Access to transportation in order to assist Goodwill in other stores and projects as needed.16. Must demonstrate the ability to read, write, and communicate clearly in English.17. Knowledge of the most current technologies and products used in the industry.18. Must hold or be in the process of obtaining certifications needed to perform the essential functions of the position.19. Must interact cordially and productively with donors, customers, clients, and Goodwill employees.20. Must be able to work a full-time schedule Monday-Friday 8AM-5PM.21. Must possess professional telephone and electronic communication skills and manners.22. Ability to lift and carry objects weighing up to 25 lbs. frequently.23. Ability to lift and carry objects weighing up to 50 lbs. occasionally.24. Ability to engage in prolonged sitting, standing and/or walking.25. Ability to engage in frequent bending, stooping, and stretching.26. Vision corrected to within normal limits.27. Ability to work well in a hectic work environment with changing priorities, and occasional periods of high stress. EDUCATION/EXPERIENCE High school Diploma or equivalentA+ Certification (Obtained or pending)