IT Field and Service Desk Technician

About the Role

The IT Field and Service Desk Technician role offers a dynamic blend of hands-on support and service desk responsibilities, giving you the opportunity to grow your technical skills across multiple environments. In this position, you will support MERS Goodwill employees across office and retail locations in the Springfield, MO area by troubleshooting issues, installing hardware, and helping keep daily operations running smoothly. With a balanced mix of fieldwork and desk-based support, typically a 50/50 split, no two days look exactly the same.

This role follows a consistent Monday through Friday schedule from 8:00 AM to 4:30 PM, supporting a strong work-life balance, with an on-call rotation for after-hours and weekend needs. You will play a key role in resolving technical issues, assisting with system upgrades, and contributing to projects that enhance the overall IT experience while continuing to develop your skills in a supportive, mission-driven environment.

Qualifications

• Associates Degree in Information Technology or equivalent education or experience in related fields.
• Two or more years experience in providing onsite/hands-on support of various IT technology, hardware, and applications. 
• ITIL Foundations Certification or familiarity with ITIL methodologies and best practices (not required but helpful).
• Knowledge of Microsoft Office suite, ticketing tools, and troubleshooting. Excellent troubleshooting, analytical, and problem-solving skills.
• Knowledge/experience in Active Directory, networking, web, email, mobile device support, and security.
• Have a proactive mindset to identify any trends that may impact the end users.
• Ability to stand and work on feet for up to 8 hours per day, lift up to 45 pounds, and climb ladders to safely work at elevated heights. 

Primary Duties/Responsibilities

• Interact with MERS Goodwill employees via multiple communications methods, per established   
  customer service and quality guidelines.  
• Using all available resources (including but not limited to: education, training, knowledgebase,   
  intuition, and escalation resources), resolve customer incidents per established guidelines, processes,   
  and service level agreements.  
• Perform basic wire pulls to support network and technical devices such as alarms and cameras.
• Perform equipment moves and replacements at various sites (i.e. phones, computers and Point-Of-Sale equipment.)
• Assist with deployment of new hardware and system upgrades.
• Assist with inbound Level 1 contacts when not in the field.  
• Ensure ticket documentation is accurate and thorough. 
• Maintain ownership and accountability of workload  
• Identify recurring incidents and trends and escalate appropriately.  
• Adhere to documented personnel and department guidelines and policies.  
• Contribute toward/lead continuous improvement efforts/initiatives; may lead projects.  
• Perform other related tasks or projects as assigned.

Benefits

• Individual and family medical benefits for full-time employees working 30 or more hours per week.
• Individual and family dental and vision benefits on the first of the month following the hire date for employees working 20 or more hours week.
• Voluntary Life and AD&D Insurance on the first of the month following the hire date for employees working 20 or more hours per week.
• 403(B) Retirement on date of hire for employees working 20 or more hours per week.
• 403(B) Retirement + Employer Match after one year of employment for employees working 20 or more hours per week.
• 401(A) Retirement on date of hire for employees working 20 or more hours per week.
• PTO Accrual up to 15 days based on hours worked.
• Employee store discount
• Paid holidays
• Flexible Schedules
• Career Growth Opportunities