Senior IT Specialist

Job Description

Job Title:

Senior IT Specialist

Department:
Information Technology (IT)

Reports to:

Director of Information Technology

Status:
Exempt

Goodwill Houston (GWH) is leading change, connecting people, and improving potential for the future of work. We educate, train, and hire individuals with barriers to employment to help them achieve success and thrive. We connect people, families, and communities to improve lives and to meet the workforce needs of today and tomorrow. Powered, in part, by donations and retail customers, we change lives through the power of work.

The Senior IT Specialist is responsible for managing, overseeing, and maintaining a multi-user computing environment across the organization, including local area networks, servers, mobile devices, and end-user hardware. This role provides comprehensive technical support for Corporate Offices, Retail Stores, Attended Donation Centers, and Career Centers. The ideal candidate will demonstrate expertise in troubleshooting, deploying, and supporting IT infrastructure, ensuring system security, and maintaining compliance with organizational standards.

• Administer and maintain operating systems, software, and network infrastructure.
• Apply system updates, patches, and perform regular system audits.
• Manage inventory of all IT assets and ensure accurate documentation.
• Configure user permissions, maintain file security, and ensure compliance.
• Troubleshoot and resolve hardware, software, and network issues.
• Perform and monitor system backups and data recovery operations.
• Provide first-contact resolution for end-user issues and escalate as needed.
• Maintain and manage ticketing system (Manage Engine Helpdesk).
• Support Active Directory/Azure and Office 365 account management.
• Configure and support VPNs and mobile devices.
• Manage corporate printers, copiers, and telephony systems.
• Participate in hardware/software evaluations and project implementations.
• Provide after-hours support and ensure daily system functionality.
• Collaborate with departments to deliver IT services for projects.
• Review and process quotes, purchase orders, and invoices.
• Maintain compliance with IT standards and best practices.

• Demonstrate professionalism and good judgment and present a friendly, cooperative attitude.
• Availability to work after-hours on weekdays and weekends when necessary.
• Ability to multi-task, make quick decisions, adapt to change, and work in a team-oriented, fast-paced environment.
• Demonstrate problem-solving and critical-thinking skills for multiple sector stakeholders to work together.
• Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
• Must be punctual and have dependable attendance and maintain an appropriate appearance.
• Must safely conduct work; maintain good housekeeping standards; have all the aisles and pathways to fire exits clear and free from clutter; and keep work areas neat and clean.
• Travel is primarily local, and 50% is travel to stores, Career Centers, or Attended Donation Centers for support.
• Adheres to local, state, and federal laws and regulations.

• System Uptime:
  Ensure systems are operational and available.
• Patch Updates:
  Ensure system updates are completed in a timely manner.
• Ticket Resolution Time:
  On-time resolution of requests.
• Project Deadlines:
  Complete assigned projects on time.
• Provisioning Time:
  On-time completion of new user provisioning.
• 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.

• Bachelor’s degree in computer science or related field, or equivalent experience.
• A minimum of five (5) 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.
• Strong communication and organizational skills.
• Certifications:
  
  MCP, CompTIA A+, CompTIA Network+ is preferred.
• Familiarity with ITIL standards and best practices is preferred.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.

• Ability to sit, stand, bend, and reach.
• Ability to lift, push, pull up to 25lbs.