Job Objective:

To provide dedicated technical support for Goodwill’s Donated Goods Retail operations across Northwest Indiana. This role involves maintaining, troubleshooting, and upgrading onsite technology at retail and donation center locations. Support is delivered through ticket requests, phone calls, or assigned tasks. The ideal candidate will have strong technical expertise, a proactive mindset, and a commitment to continuous learning and outstanding customer service, while upholding Goodwill’s core values and mission. This position reports to the IT Technician Team Lead who evaluates performance annually.

In addition, embodies the Goodwill Mission to: “Empower people to achieve their most abundant life” and upholds the Company Core Values of: Relentless Pursuit of Excellence, Customer First Mindset, Humble Confidence, Passion for Mission, and Do the Right Thing.

Essential Job Functions:

• Manage and resolve assigned support tickets, providing timely updates and detailed documentation throughout the process.
• Prepare, configure, test, and deploy computer equipment and related technology, including imaging systems and software installations.
• Install and configure software and security settings tailored to end user needs.
• Provide hands on support for PCs, laptops, tablets, credit terminals, point of sale systems, and printers at retail and donation center locations.
• Offer orientation and guidance to end users on operating new hardware and software.
• Organize and schedule upgrades and maintenance to minimize user downtime.
• Troubleshoot and resolve basic technical issues for both local and remote users.
• Collaborate with vendors and IT staff to address and resolve onsite technical problems.
• Maintain accurate inventory records of technology equipment and update documentation, including photos of equipment rooms.
• Label or relabel offsite equipment during service visits to ensure proper identification.
• Neatly run, terminate, and test network cables as needed.
• Assist with receiving deliveries, unpacking equipment, managing stock rooms, and disposing of packaging materials.
• Contribute to the knowledge base by creating and updating technical articles and standard operating procedures.
• Availability for emergency on call support.
• Other duties as assigned by supervisor.

Required Education and Skills:

• Associate degree in IT or 3 to 5 years of relevant IT support experience.
• Strong problem solving, communication, and customer service skills.
• Ability to work independently and collaboratively in a team environment.
• Solid understanding of networking, Windows OS (Desktop and IoT), Android, and iOS.
• Experience with SharePoint, OneDrive, and troubleshooting hardware/software issues.
• Skilled in managing time, meeting deadlines, and adapting to new challenges.
• Willingness to travel across Northern Indiana, northeastern Illinois, and southwest Michigan.
• Regular in office attendance required.
• Ability to pass a criminal background check and drug screen.
• Must have reliable transportation, a current driver's license, and provide proof of insurance to travel to different job sites.

Qualifications:

• Authorized to work in the United States.

• Flexible availability.
• Able to frequently bend, twist, reach above shoulder level, push and pull, crouch or stoop, kneel, repetitively use feet, and use head and neck in a twisting or static motion and to look up and/or down, and lift and/or move up to 50 lbs.