Analyst I, Service Desk Tech (L1)

Applications due by July 22, 2025

Goodwill of Colorado

Job Description

Pay: $22/hour

This position is eligible for Daily Pay! Work today, get paid today! We've partnered with DailyPay, a voluntary benefit to offer employees access to their pay on their own schedule.

Work Schedule: Full-Time; 40 hours/week

Full-Time position is eligible for Medical, Dental, Vision, Short Term Disability, Life/Accidental Death and Dismemberment, Flexible Spending Accounts, Long Term Disability, and several voluntary supplemental benefit offerings. In addition, these positions are eligible for paid time off in the form of vacation, sick, holiday, floating holiday, jury duty, and bereavement leave. All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan - must be 18 years of age to participate.

JOB SUMMARY:

The Analyst I, Service Desk Technician (L1) provides initial support (Tier I) for the Information Technology (IT) Help Desk. The L1 Tech will perform maintenance on company-wide computer systems and peripherals. The L1 Tech will assist customers with use of Goodwill of Colorado's computer systems and software.

ESSENTIAL FUNCTIONS:

• First response to all support requests through all channels (i.e., walk-in, phone calls, direct messaging help desk tickets, etc.).
• Provides initial support (Tier I/L1) for the Help Desk. Create and close tickets. Update assigned tickets (e.g. status, actions taken, etc.).
• Prioritize tickets based on impact and urgency.
• For tickets resolved by the Tier 1 technician, communicate status to relevant users.
• Escalate unresolved requests and incidents to higher tiers.
• Conduct initial triage/troubleshooting on a wide range of technology issues.
• Manage deployment and recovery of IT equipment.
• Responsible for computer software and hardware troubleshooting and repair on an ad hoc, emergency basis. Must work in coordination with other IT teams and any outside computer maintenance personnel in addressing hardware problems.
• Assists in the installation, and use of computer hardware, software, and supplies as needed.
• Provide basic "how-to" training to end users on Goodwill's computer systems and software.
• Identify opportunities for new knowledge base articles; write and edit as assigned.
• Ensures maximum up-time for Goodwill's computer systems and software, including support coverage for evenings and weekends where applicable.
• Must maintain good working relationships with all Goodwill personnel.
• Performs duties and functions according to industry recommended best practices and Goodwill's policies and procedures.
• Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
• Provide technical support and service for all Goodwill programs.
• Provide deskside support.
• Other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• An Associates degree in a computer related field; or equivalent industry certifications(s) to supplement education is preferred.

Experience:

• Preferred one (1) year of prior IT experience.

Other:

• Must have knowledge of, and experience installing computer systems in a network environment.
• Must have knowledge of, or experience in, developing and/or implementing Windows Operating System.
• Must be familiar with, and have experience repairing, current PC hardware.
• Will be required to provide week night, weekend, holiday, on-call support in rotation with other IT staff.
• The incumbent will be required and must have the ability to drive for company business*.

*Per auto vehicle insurance carrier requirements: For applicants/employees to qualify for inclusion on the Goodwill driver insurance schedule, for purpose of driving Goodwill fleet vehicles, or for purpose of receiving company mileage reimbursement they must be at least:

• 19 years of age (not engaged in passenger transportation),
• 25 - 70 years of age for all passenger transportation services,
• 21 years of age for CDL.

Applicants/employee will be required to undergo a Motor Vehicle Record (MVR) check and background check; applicants/employees must disclose all moving traffic violations or vehicle crashes (within the last five (5) years)(Note: not all violations are a disqualification for employment and each case will be reviewed by the insurance carrier); must have valid Colorado State driver license; must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.

Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition.

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses.

Goodwill participates in E-Verify. For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify.

We promote a Safe & Drug-free Workplace.

Physical Requirements

Attachment to Job Description

Job Title: 708 - Analyst I, Service Desk Tech (L1) Dept Number: 9300

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 enable individuals with disabilities to perform the essential functions.

Guide to Physical Requirements:

• Continuously (5-8 hours)
• Frequently (3-4 hours)
• Occasionally (1-2 hours)
• Never

LIFTING: (as defined by ADA)

Heavy: 45 lbs & over - NEVER

Moderate: 15-44 lbs - OCCASIONALLY

Light: 14 lbs & under - OCCASIONALLY

CARRYING:

Heavy: 45 lbs & over - NEVER

Moderate: 15-44 lbs - OCCASIONALLY

Light: 14 lbs & under - OCCASIONALLY

PUSHING/PULLING - OCCASIONALLY

REACHING:

Above Shoulder - OCCASIONALLY

At Shoulder - OCCASIONALLY

Below Shoulder - OCCASIONALLY

TWISTING - OCCASIONALLY

BENDING - OCCASIONALLY

KNEELING/CRAWLING - OCCASIONALLY

SQUAT - OCCASIONALLY

CLIMBING:

Use of legs only (stairs) - OCCASIONALLY

Use of arms & legs (ladders) - OCCASIONALLY

HEARING - FREQUENTLY

VISION:

Visual, close - CONTINUOUSLY

Visual, distant - CONTINUOUSLY

Visual, depth perception - CONTINUOUSLY

HANDS/FINGERS:

Simple grasping - FREQUENTLY

Fine Manipulation - FREQUENTLY

Repetitive Movements - CONTINUOUSLY

WALKING - OCCASIONALLY

STANDING - OCCASIONALLY

SITTING - CONTINUOUSLY

SPEAKING - CONTINUOUSLY

OTHER, please describe - OCCASIONALLY - Driving