Position Description:
Responsible for managing the day-to-day operations and performance of the IT Field Service Technicians who perform installation, maintenance, support and repair of all Goodwill of Central and Northern Arizona (GCNA) and its affiliated entities' owned hardware, software and peripherals at all GCNA locations including stores, career centers, distribution centers and within the Corporate Center as needed. Identifies and escalates situations requiring urgent attention, including after hours and weekends as necessary. Handles all incidents, requests, and escalations, ensuring follow-up with customers when necessary and driving tickets to successful closure.

Essential Duties and Responsibilities:

• Implements best practices in support services.
• Provides reporting and analysis of work completed, including problem trending analysis to ensure continuous improvement in IT service and support.
• Ensures operating costs are managed to budget.
• Maintains tools and equipment utilized in the Field Services role including team vehicles upkeep and maintenance.
• Continually monitors existing service performance and ensures that customers receive the best support possible.
• Acts as customer advocate on escalated tickets from end users and interacts with end users, seeking out input to ensure continual customer satisfaction.
• Builds and manages strong working relationships with Team Members.
• Reviews tickets and work completed by Field Service technicians for completeness and quality standards including the classification, escalation and prioritization, as documented in ticketing guidelines.
• Sets and maintains cabling and installation standards. Docuemnts and trains as necessary.
• Travels to various GCNA locations to perform, train, and provide quality analysis on duties such as installing, repairing, performing maintenance and providing support of the network, hardware and software used out in the stores, career centers and distribution centers. This travel may include overnight stays and extended hours.
• Analyzes support trends and provides recommendations on new processes, procedures, equipment, or technical solutions.
• Responsible for managing the logistics and deployment of location or company-wide hardware rollouts.
• Contributes to or manages IT services projects as assigned by management.
• Communicates goals and objectives and other important information to assigned Team Members.
• Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews), staffing, compensation, and development of Team Members.
• Plays critical role in driving company culture change efforts and change management processes.
• Models Goodwill Core Values - Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.
  

Minimum Qualifications (Education, Experience, Skills):

• Bachelor's Degree in Information Technology or equivalent experience.
• 5+ years of technical support experience with at least 6 months to 1 year in a technical lead position.
• Strong leadership, communication, and interpersonal skills; ability to function in a collaborative environment; sensitivity to others; high integrity and intelligence; excellent judgment; ability to generate trust and build alliances with co-workers.
• Broad knowledge and understanding of current and developing information technology solutions, including desktop computers, servers, databases and networks.
• Experience supporting a broad range of Microsoft technologies, such as Office, Exchange, Windows, Active Directory, etc.
• Experience supporting 2,000+ users in a corporate environment.
• Knowledge and experience supporting retail point of sale environment.
• Ability to communicate with and understand the needs of non-technical clients.
• Strong organizational skills to manage a fast paced, quickly changing IT environment.
• Experience planning and managing projects.
• Demonstrated ability to lead, coach, train, and motivate others.
• Information Technology Infrastructure Library (ITIL) Foundations certification preferred, or willing to obtain within the first year.
• A+ and Net+ certifications or similar preferred.
• Valid drivers' license and clean MVR.
• Ability to pass a background check and drug screen, where applicable for position.
• Ability to speak and read English proficiently.

You will be eligible for a comprehensive Total Rewards package, 1st of the month following 60 days of employment that includes the following:

• 5 Medical Plans
• Employer Funded Health Reimbursement Account (HRA)
• 3 Dental Plans
• Vision Plan
• 401K (Immediate participation upon hire)
• Employer Paid Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off; Sick and Vacation
• Paid Holidays
• These are just a few highlights of our key benefit offerings!

Become a valuable part of our team and work for a company which has been named a Best Place to work by the Phoenix Business Journal 4 out of the last 5 years. Work for a company which has seen double digit growth year after year for nearly a decade. Work for a company which values diversity and is centered on success. Goodwill of Central & Northern Arizona - We Put People to Work!

Goodwill of Central and Northern Arizona endeavors to make our website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact HR Support at 602-535-4000, option 5, or .

We consider applicants for all positions without regard to race, color, religion, sex, sexual orientation, national origin, age, marital or veteran status, the presence of a non-job related medical condition or disability, or any other legally protected status. We will make reasonable accommodation and modification, including adaptive devices, to assist any person with a disability to apply for and, if hired, to perform the duties the position they seek. Assistance could include help in completing on-line application as well as providing alternative communication, e.g., Braille and Large Print.

PHISHING SCAM WARNING: Goodwill of Central and Northern Arizona/Goodwill Industries of Monocacy Valley, Inc. ("GCNA/GIMV") are among several companies recently made aware of a phishing scam involving con artists posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making artificial job offers in order to collect personal and financial information from unsuspecting individuals. Please note that GCNA/GIMV only use company email addresses, which contain "@goodwillaz.org" or @gimv.org", to communicate with candidates via email. The company also uses secure tools on our website to receive data from applicants and would never ask them to submit their personal banking information to apply for an open job. If you are contacted by someone about an open job at GCNA/GIMV, please verify the domain of the sender's email address and that they are asking you to apply on this website. If you believe you have been a victim of a phishing scam, please visit the Department of Homeland Security's Cyber Smart website () to learn how to report it.