IT Specialist - Professional Full Time Salaried Position - Wage starting at $55,000

Organizational Summary

Goodwill Industries of West Michigan is a non-profit organization headquartered in Muskegon, MI. We serve our community by providing employment development services and placement assistance for employment. Our programs are supported with profits generated primarily through the sale of donated goods in our Retail Stores. We have 17 retail stores and 2 employment and training centers operating in a region spanning Manistee to Holland to Cedar Springs.

Job Summary

The IT Specialist is responsible for providing comprehensive technical support and ensuring the efficient operation of all IT systems within the organization. This includes managing complex IT infrastructure, supporting end-users, and leading IT projects.

Primary Responsibilities

Provide advanced user support for issues by the IT Technician and act as the primary support contact if the IT Technician is unavailable.
Resolve complex IT issues in a timely manner with little to no supervision – perform root cause analysis and implement preventive measures to avoid recurrence of issues.
Take a lead role in planning, executing and closing assigned IT projects.
Install IT related construction projects including low voltage cabling, camera systems, and other equipment.
Install, configure, and support NCR Counterpoint Point-of-Sale software an associated hardware.
Support and maintain a multi-node Hyper-V environment, including Storage Spaces Direct and Failover Clustering.
Install, configure, and support Windows Server, Active Directory, and associated services.
Install, configure, and support on-premise and hosted applications, including Microsoft Exchange, Microsoft 365, Microsoft Dynamics GP, and Microsoft SQL Server.
Install, configure, and support a multi-site 3CX VoIP system.
Install, configure, and support A/V systems in classrooms and conference rooms.
Assist with imaging and desktop deployment, ensuring that systems are configured consistently and function reliably across the organization.
Maintain accurate and comprehensive documentation including inventory, ticket resolutions, and knowledge books.
Assist in the development, implementation, and monitoring of IT policies, procedures and standards.
Interface with vendor technical support teams for opening cases, receiving patches, and configuration support as necessary.
Ensure the confidentiality, integrity, and availability of GIWM data by implementing and maintaining security best practices.
Stay informed of relevant regulatory and industry requirements, such as HIPAA, PCI DSS, and CARF, and assist in maintaining compliance.
Proactively seek out new ideas and technological advancements that can improve the efficiency and quality of life for GIWM staff.
Drive innovation in IT and organizational processes, acting on opportunities for automation and streamlining workflows.
Develop and deliver training materials to educate staff on IT policies, procedures, and new technologies.
Manage and maintain backup systems to ensure data is securely stored and recoverable.
Assist in ensuring business continuity in the event of a system failure or disaster.

Primary Responsibilities

Provide advanced user support for issues by the IT Technician and act as the primary support contact if the IT Technician is unavailable.
Resolve complex IT issues in a timely manner with little to no supervision – perform root cause analysis and implement preventive measures to avoid recurrence of issues.
Take a lead role in planning, executing and closing assigned IT projects.
Install IT related construction projects including low voltage cabling, camera systems, and other equipment.
Install, configure, and support NCR Counterpoint Point-of-Sale software an associated hardware.
Support and maintain a multi-node Hyper-V environment, including Storage Spaces Direct and Failover Clustering.
Install, configure, and support Windows Server, Active Directory, and associated services.
Install, configure, and support on-premise and hosted applications, including Microsoft Exchange, Microsoft 365, Microsoft Dynamics GO, and Microsoft SQL Server.
Install, configure, and support a multi-site 3CX VoIP system.
Install, configure, and support A/V systems in classrooms and conference rooms.
Assist with imaging and desktop deployment, ensuring that systems are configured consistently and function reliably across the organization.
Maintain accurate and comprehensive documentation including inventory, ticket resolutions, and knowledge books.
Assist in the development, implementation, and monitoring of IT policies, procedures and standards.
Interface with vendor technical support teams for opening cases, receiving patches, and configuration support as necessary.
Ensure the confidentiality, integrity, and availability of GIWM data by implementing and maintaining security best practices.
Stay informed of relevant regulatory and industry requirements, such as HIPAA, PCI DSS, and CARF, and assist in maintaining compliance.
Proactively seek out new ideas and technological advancements that can improve the efficiency and quality of life for GIWM staff.
Drive innovation in IT and organizational processes, acting on opportunities for automation and streamlining workflows.
Develop and deliver training materials to educate staff on IT policies, procedures, and new technologies.
Manage and maintain backup systems to ensure data is securely stored and recoverable.
Assist in ensuring business continuity in the event of a system failure or disaster.

Technical Skills

Microsoft Windows: Supporter
Microsoft Office Suite: Supporter
Point of Sale Software: Supporter
Microsoft Windows Server OS: Supporter
Microsoft Active Directory: Supporter
Networking (routing, switching, VLANs, wireless, VPNs, etc.): Supporter
VoIP phone systems: Supporter
Microsoft SQL Server: Supporter
On-premise hosting of server and software infrastructures: Supporter
Microsoft Dynamics GP: Supporter

General Competencies

Written Communication
Planning & Organizing
Presentation Skills
Flexibility/Adaptability
Customer Orientation
Strategic Thinking
Project planning and implementation
Ability to work independently

Education

Bachelor's Degree in Information Technology or related field - preferred

Experience

2 years of experience in the field of IT Support – required
5 years of experience in the field of IT Support - preferred

Certifications/Licenses

Valid driver's license and insurance - required
Scissor lift license - preferred

Physical Requirements

Mobility: Requires ability to stand; frequently walk, climb, stoop, kneel, crouch, crawl.
Dexterity: Requires hand to manipulate, feel, reach, lift, and/or carry.
Sensory: Requires vision (near, far, depth, & peripheral), hearing with normal hearing decibel, and ability to discriminate colors.
Lifting: Medium work (lifts and/or carries 10-15 lbs. using safety measures in place, occasionally lift up to 60 lbs.)

Driving: The operation of a motorized passenger vehicle or other vehicles such as forklifts.

Climbing: Such as a ladder or scaffolding.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Requirements

Maintain a reliable vehicle.
Frequently travel within GIWM territory (generally in an agency vehicle) .
Occasionally participate in evening and weekend on-call rotation (Generally 1 week on, 3 week off. Company phone options provided).
Occasionally available to work after-hours for special projects.
Working from a ladder, scissor lift, or other heights.

Goodwill Industries of West Michigan, Inc.

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