IT Specialist

IT Support Specialist

Goodwill is seeking a IT Support Specialist to provide high‑quality, customer‑focused technical support across multiple locations. This role delivers hands‑on assistance for hardware, software, POS systems, peripherals, and mobile devices through desk‑side, phone, email, and messaging channels. You will troubleshoot and resolve issues, maintain imaging standards, manage device configurations, and escalate unresolved incidents per IS SLAs-while owning each case to resolution.

Administer support for Microsoft 365, including user accounts, licensing, Exchange, Teams, SharePoint, and OneDrive. This role also manages device enrollment and configuration through Intune, applying policies, deploying applications, and ensuring security and compliance. Strong documentation skills are essential, as you will create and maintain SOPs, knowledgebase articles, and technical records using SharePoint and OneNote.

Success in this role includes meeting SLA expectations, maintaining uptime for mission‑critical systems, supporting on‑time project delivery, and ensuring data accuracy. You will help identify recurring issues, recommend process improvements, and maintain strict security, safety, and confidentiality standards.

As part of the team, you will assist with help desk tickets, collaborate effectively, mentor others, and contribute positively to Goodwill's mission‑driven culture. You will uphold our Core Values and zero‑tolerance policies while promoting a productive, inclusive, and safe environment.

Requirements

• Associate degree in IT or related field (Bachelor's preferred)
• 2+ years of IT support experience, including POS and workstation troubleshooting
• Strong communication, customer service, organizational, and problem‑solving skills
• Relevant certifications (CompTIA A+, Microsoft) a plus

Special Requirements

• Occasional nights/weekends and on‑call rotation
• Daily travel to multiple sites; valid driver's license, reliable transportation, insurance, and possible MVR review/road test
• Drug testing and potential access to facility keys/alarms

Physical Demands

Ability to stand, walk, climb, kneel, crawl, lift up to 40 lbs.

Goodwill Industries of Northeast Texas, Inc. is an equal opportunity employer