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JOB DESCRIPTION DATE: 4/23/2025

TITLE: Help Desk Intern

RESPONSIBLE TO: Senior Manager, IT Operations

DIVISION/DEPT: Digital & Technology Services (DTS)

SUPERVISES: N/A

FLSA STATUS: Non-Exempt

BASIC FUNCTION:

+ Provide hardware, software, and application support to Goodwill Industries International (GII) staff.

SPECIFIC DUTIES[1]:

+ Provide email and virtual support to GII staff.

+ Provide 1st and 2nd level hardware and software support to GII staff.

+ Prioritize and respond to Helpdesk requests.

+ Assist and maintain IT assets with managing and tracking laptop inventory.

+ Escalating Helpdesk tickets to senior technical staff when needed to ensure a timely and successful resolution.

+ Provide on-site support for AV systems to GII staff and guests.

+ Assist in updating the on-site server room to remove legacy equipment and moving technology racks.

+ Other various duties as assigned.

SKILLS NEEDED[2]:

+ Excellent interpersonal and communication skills.

+ Excellent customer service skills.

+ Ability to maintain and support computer hardware and software.

+ Aptitude for solving and analyzing technical problems.

+ Knowledge of Microsoft Office 365 products.

+ Knowledge of Microsoft Intune.

+ Knowledge of Windows and Mac Operating systems.

+ Knowledge of mobile technologies like Apple and Android.

+ Willingness and ability to learn modern technology rapidly.

+ Ability to organize workload and to deal with problems that may arise.

+ Ability to deal professionally with people at all levels on a one-on-one basis and in a group.

RELATIONSHIPS:

+ Internal: Daily contact with GII staff to provide support.

+ Goodwill Members: Occasional contact with local Goodwills to respond to technical information requests.

+ External: Occasional contact with consultants and suppliers.

+ Government Officials: N/A

EDUCATION:

Must be a student preferably pursuing a degree in the information technology field.

EXPERIENCE:

Experience troubleshooting and maintaining computers and associated equipment, installing, and troubleshooting software, documenting technical issues, and interacting with customers preferred.

SUPERVISION:

General –Work is regularly reviewed to ensure that it is conceptually sound and meets assignment objectives.

PHYSICAL EFFORT:

Medium, lifting 50 lbs. maximum with frequent lifting and/or carrying objects. Walking or standing to a significant degree involves sitting most of the time. May require long hours at a computer.

EMOTIONAL EFFORT:

Medium, frequent short deadlines. Work environment can become hectic with periods of high stress.

[1] (https://workforcenow.adp.com/theme/admin.html#\_ftnref1) All duties are essential, unless otherwise indicated.

[2] (https://workforcenow.adp.com/theme/admin.html#\_ftnref2) All skills and abilities are essential, unless otherwise indicated.

Our Values

We believe everyone deserves an opportunity to thrive. Goodwill’s mission grounds us and happens through each one of us. This aspiration applies to each GII team member as much as to the people we serve. GII’s organizational values guide all that we do; how we do our work and make decisions, and how we interact with each other, Goodwill members and all stakeholders.

Our mission happens through me (Passion)

We have a fire for our mission. We bring our energy, creativity, and passion to all that we do. By contributing the best of what is within each of us, we inspire the same in our peers and multiply Goodwill’s impact.

Drive to make a difference (Impact)

We believe that our work must lead to a measurable difference in the lives of the people Goodwill serves. We are committed to performance excellence in all that we do. Our strategy focuses our work to achieve that impact, and we say no to things that do not align.

You before me (Respect)

We treat all people with dignity, kindness, appreciation, and respect. We are curious without judgment, and we actively listen to ensure mutual understanding. We give everyone a caring and safe place to share their opinions, their talents, and their questions. We build trust through direct, clear, and transparent communication. We are open and humble.

Thriving begins at home (Well-being)

We respect the contributions and the needs of our individual team members equally, and we understand that each one of us needs different things at different times to thrive both in and out of the workplace. We strive to make genuine and continuous investments in one another and ourselves. As such, we adopt healthy, holistic approaches to our work. We proactively care for one another and ourselves by speaking up for what we need and supporting one another in achieving it.

Out of many, One Goodwill (Advancing Our Mission Together)

We embrace all people and perspectives as we advance Goodwill’s mission to help people reach their full potential through the power of work. We acknowledge historical inequities still exist and are intentional in breaking barriers. We are committed to being part of the solutions, leaning into courageous conversations, and providing inclusive spaces and equal opportunities for real change in all our endeavors. Our diversified reflection shall shine as one Goodwill.

Be bold, learn and grow (Agility)

We are open, creative, innovative, agile, and willing to take risks. We operate with a sense of urgency, without rushing for the sake of speed. While we do our best to make good decisions, we embrace failure for the learning it affords and adapt quickly to move ahead. We are one unified team that succeeds and stumbles and learns and grows together with humility and grace.