Goodwill Industries of The Valleys, Inc.

  • IT Support Coordinator

    Job ID
    Job Locations
    Location Name
    Goodwill Roanoke Support Center/Jobs Campus
    Information Technology
  • Overview

    Goodwill currently has an opening for an IT Support Coordinator. The IT Support Coordinator shall provides end-user support for the end-user community of Goodwill Industries of the Valleys. Must be customer support oriented, self starter, able to work in a dynamic and fast paced environment; good communication skills in person, by phone and by e-mail.



    • Responsible for providing hardware and software support for the local and remote end-user
    • Responsible for maintaining and managing computer equipment, including cell phones, kiosk, and other end user devices. Along with performing software inventory and asset management
    • Responsible for ordering, tracking, and ensuring proper delivery of computers, peripherals, cell phones, and other company assets.
    • Oversees and aids in the daily helpdesk operations of Goodwill Industries of the Valleys
    • Generates weekly reports providing overview of work submitted and completed by the IT helpdesk
    • Responsible for ensuring Service Level Agreements are maintained, and reporting any variances weekly
    • Assist the IT Manager with defining and enforcing Information Technology Policies and Procedures
    • Ability to train computer users at all levels of experience.
    • Troubleshoot, repair, maintain, install and perform testing activities on various computer equipment, peripherals, data communication and computer network systems.
    • Configure and maintain all servers, peripherals, and other technology related equipment.
    • Serves as a liaison between the organization and third-party support vendors to resolve software/hardware issues.
    • Reviews server and backup logs to ensure proper access and functions are maintained



    • Accomplishes all tasks as appropriately assigned or requested for successful completion of the mission of Goodwill Industries of the Valleys.
    • May be required to work after hours and Holidays


    • Experience, Competencies and Education

    Associate’s Degree (AA or AAS) or equivalent with three years experience; or five to ten years related experience and/or training; or equivalent combination of education and experience.

    MCSE and A+ certifications desired but not required.

    Microsoft Server /2012/2016/2019 Support

    Office 365 Support

    Microsoft 7 and 10 support

    Microsoft SQL server support

    HPE ProLiant server setup, configuration and support

    RAID 0, 1, 5, 6, and vRaid setup, configuration and support

    MPIO setup, configuration and support

    SAN setup, configuration and support

    Data backup software and systems

    WAN/LAN support

         Previous helpdesk or customer support experience

          Microsoft Windows 7 and 10; installation, support and troubleshoot

          Microsoft Office 2013+ (includes Outlook)

          Microsoft Active Directory and Domain support

          Microsoft Networking including Microsoft File and Print Sharing

          Virtual Machines; Hyper-V and Microsoft Virtual Machine Manager, VMware

          TCP/IP networks (IP v4/v6) including DNS and DHCP

          WiFi Networks (820.11a/b/g/n)

          VPN and PPTP support

          Remote desktop support; Microsoft RDP, TeamViewer

          Web browsers; Microsoft Internet Explorer, Chrome & FireFox

          Antivirus, Spam and Spyware software

          System Center Suite of products


    Diverse experiences in managing a range of IT hardware, software, operating systems and peripherals.

    • Language skills

    Ability to read, analyze and interpret documents relating to the network operations, and IT functions. Ability to respond effectively to the most sensitive inquires or complaints. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to employees, and management at all levels of the company.

    ·         Mathematical skills

    Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

    • Reasoning ability

    Ability to apply principles of logical thinking of a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolisms, (Formulas, scientific equations, graphs, etc...) Ability to deal with a variety of abstract and concrete variables.

    • Other



    • A valid driver’s license and the ability to provide proof of insurance is required to drive personal vehicle on company business. Additionally, an acceptable motor vehicle record based on Goodwill guidelines is required to drive a company vehicle or transport program participants.



    • Accomplishment of assigned tasks
    • System down time
    • System performance
    • Proper cost control over assets



    • Physical Demands
    • While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. 
    • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.


    • Work Environment


    Work environment characteristics describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is not normally exposed to weather conditions. The noise level in the work environment is usually low to moderate.


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