ESSENTIAL EXPECTATIONS
Customer Service Expectations
Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.
ESSENTIAL EXPECTATIONS
Diversity, Equity, And Inclusion Expectations
Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.
Safety Expectations
At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.
POSITION EXPECTATIONPOSITION EXPECTATIONS
Position Summary
The Technical Support Representative position provides IT support to internal users of computer systems, software, and hardware through troubleshooting, diagnosing, and resolving various issues that may arise. Technical Support Representatives are responsible for communicating and coordinating with vendors as needed. Technical Support Representatives also provide guidance, training, and assistance to users on how to use technology effectively and efficiently.
Responsibilities
Follows and upholds the policies and procedures of the organization regarding the use of technology. Receives and logs user requests made via phone, email, and in person; prioritizes requests by urgency and impact; updates requester and IT team on status of requests; completes and closes requests in a timely manner. Assists internal team members with IT support as the first point of contact. Provides new team members with workstation needs and account configuration(s). Troubleshoots and resolves hardware and software issues for the organization (in person and remote). Installs hardware and software programs as needed. Maintains inventory of supplies needed to resolve hardware issues. Develops and maintains a strong understanding of the organization’s business operation structure. Develops and maintains a strong understanding of the products and services utilized throughout the organization. Maintains, and creates as needed, documentation of procedures within the department. Creates user guides and provides training to end-users for products used within the organization. Performs routine maintenance on workstation hardware. Possesses and executes efficient time management skills. All other duties as assigned by management. Assists in any other projects or tasks as determined by management.
Core Competencies
Job Knowledge
Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols.
Dependability
Meets deadlines and works autonomously. Focused, punctual, and maintains consistent
attendance. Accountable and can be relied upon during challenging and unexpected
situations.
Service Oriented
Supports, assists, and advises internal and external customers in a timely manner displaying proactive and reactive behaviors. Demonstrates productive verbal and listening skills. Establishes and maintains effective relationships. Meets quality standards and evaluates customer satisfaction and results.
Teamwork
Works collaboratively and respectively with others and is sensitive to team member
engagement. Communicates openly seeking and providing support. Shares knowledge,
provides assistance, and contributes well as a leader, facilitator, or participant. Accountable
to team.
Job Specific Competencies
Initiative
Proactively evaluates, selects and takes action to solve current and potential problems. Meets objectives with a sense of urgency. Identifies new opportunities before being asked.
Interpersonal Skills
Displays effective verbal, non-verbal and listening skills. Self-confident, positive, and adaptable. Builds strong relationships and solicits feedback. Manages conflict and is receptive to feedback. Empathetic and emotionally intelligent.
Results Oriented
Defines and exceeds goals with resolve and ingenuity. Designs and implements plans. Possesses vision and identifies steps for achievement. Ambitious and goes above and beyond expectations. Assesses and revises strategies based on outcomes.
Self-Confidence/Resilience
Measured confidence to take on demanding work or put forward views when they may be challenged. Stays calm in a crisis. Handles competing demands. Overcomes setbacks. Welcomes and learns from criticism.
Education, Experience and Requirements
Required
High school diploma or equivalent Proficient in Microsoft Office suite software and related applications. Knowledge of common operating systems, software applications, and hardware devices Proficient in providing verbal/written direction Ability to work independently and as part of a team Strong attention to detail and meeting deadlines Willingness to learn new skills and technologies Proven reliability in meeting attendance expectations Ability to perform various field work assignmentsPreferred
Currently working towards obtaining an IT certification. Minimum of 1 year of experience in providing technical support to users of computer systems, software, and hardware Ability to continuously perform repetitive work at a consistent pace Exhibits a high level of adaptability and flexibility
Environmental Factors
Duties may be performed in an office environment with regulated temperatures. Duties may be performed outside of the office environment where no cooling or heating regulation will be available; exposure to heat, cold, dust, and humidity are a possibility.
Physical Factors
Must be able to lift, carry, push, and pull a minimum of 25 pounds. Must be able to stand, walk, reach, stoop, lift, pull, bend, and kneel for extended durations of time. Read Less
ESSENTIAL EXPECTATIONS
Customer Service Expectations
Serving customers at Goodwill has never been more rewarding. Whether serving our guests with their shopping experiences, assisting someone in our community to better their life, or helping your fellow coworker to exceed, Goodwill is about reaching out and making a difference.
Diversity, Equity, And Inclusion Expectations
Goodwill is committed to fostering a culture of dignity and trust where all individuals feel respected and valued. The sum of individual differences, life experiences, knowledge, background, education, unique capabilities, and talent converge to create an environment of inclusivity, equity, and excellence.
Safety Expectations
At Goodwill, safety is everyone’s job. Ensuring a workplace where people can grow and enrich themselves and others by giving can only happen if our environment is secure and safe. Being compliant with safety rules, policies, procedures, and regulations, while assessing and eliminating workplace hazards, is essential to our business and delivering our mission.
POSITION EXPECTATION
Position Summary
The Facilities Manager manages the maintenance of all Goodwill locations in order to achieve goals by keeping areas repaired and maintained. The Facilities Manager will serve as the primary contact for all Goodwill locations regarding building issues, i.e. climate control, electrical, plumbing, damage, emergencies, and repairs.
Responsibilities
Manages, plans, coordinates, and performs facility maintenance and modification at all Goodwill owned or leased facilities. Plans, purchases, installs, and sets up new retail store fixtures at existing locations and for new locations as needed. Acts as the project coordinator for all sizes of projects, including large scale repairs, remodels, and new facility construction projects. Solicits bids and quotes from vendors as needed. Coordinates contractor repairs and schedules maintenance as required. Monitors and/or performs recurring maintenance as needed. Maintains records of documentation of all repairs and/or scheduled maintenance. Performs carpentry, painting, basic electrical work, and minor plumbing repairs as necessary. Serves on the safety committee, participates as a contributor to the organization ‘s accessibility plan and other CARF standards conformance requirements, and assists in any and all safety repairs at any Goodwill location. Hires, trains, and provides performance feedback and appraisals for maintenance staff. Handles corrective actions and progressive discipline for direct reports. Supervises landscaping at Goodwill facilities as required. Assists in any other projects or tasks as determined by management.
Core Competencies
Leadership
Sets and enforces standards. Applies organization core values to guide decision making. Works well with others and encourages teamwork and development. Displays initiative. Self-confident and motivates others. Fair and consistent when evaluating or modifying behaviors in others. Celebrates and rewards accomplishments.
Job Knowledge
Possesses comprehensive, functional and technical knowledge and skills to perform at a high level of accomplishment. Discerns how the job relates to other functions within the department and Goodwill operations. Follows policies, procedures, and safety protocols.
Accountability
Results oriented. Sets goals, accepts responsibility for achieving results, and quality of work. Takes ownership, remedies errors, and learns from mistakes. Responds professionally to constructive criticism.
Communication
Possesses effective verbal/non-verbal, written, listening, and digital skills. Articulates complex and simple thoughts proficiently with colleagues, supervisors, direct reports, and customers. Effectively persuades and affects change.
Professionalism
Consistently conducts self in a competent, skilled and responsible manner. Performs to the highest standards with dedication, ethics, and integrity. Depicts the brand and represents the business appropriately.
Job Specific Competencies
Project Management
Strategizes and executes projects utilizing business acumen, communication, collaboration and leadership. Manages risks, resources, scheduling, and expenditures. Institutes critical thinking, problem solving and team management. Delivers concise project status. Holds collaborators accountable.
Dependability
Meets deadlines and works autonomously. Focused, punctual, and maintains consistent attendance. Accountable and can be relied upon during challenging and unexpected situations.
Decision Making
Identifies and evaluates critical factors and alternatives. Anticipates outcomes and foresees logical consequences. Navigates risks and uncertainty. Seeks input from others. Persistent and makes difficult decisions objectively and pragmatically. Sought after for advice and solutions.
Consistency
Performs duties and makes decisions in a reliable, logical, accurate and fair manner. Constantly achieves the established level of expected quality.
Fiscal Responsibility
Utilizes resources appropriately. Identifies, assesses and adjusts opportunities and assets to prevent waste, abuse and fraud. Meets auditing expectations. Builds, manages and maintains departmental and organizational fiscal responsibilities. Plans, estimates, and allocates monies for expenditures and resources for projects.
Education, Experience, and Requirements
Required
Must own and be able to operate powered and non-powered tools. Must be able to do basic mathematical computation. Proficiency with Microsoft Office suite software, including a strong emphasis on Word and Excel Must possess strong interpersonal skills with excellent communication skills. Exhibits a high level of integrity and business ethics. Exhibits a high level of adaptability and flexibility.Preferred
High School Diploma or equivalent completion or Bachelor’s degree in any related field preferred. Minimum of 3 years of maintenance experience preferred. Bilingual (English and Spanish) a plus.
Environmental Factors
Majority of duties will be conducted in Retail Stores, Clearance Center, Central Warehouse, or other assigned Goodwill locations where no cooling or heating will be available. Exposure to extreme heat, cold, dust and humidity may be a possibility.
Physical Factors
Must be able to lift, carry, push, and pull a minimum of 50 pounds. Must be able to tolerate prolonged standing, walking, reaching, stooping, lifting, pulling, bending, and kneeling when dealing with repairs.
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