Job Objective:

To provide guidance and training to technology support staff. Delivers comprehensive technical support for workstations, point of sale systems, presentation tools, telephony, and related local and cloud based applications. Support is provided via phone, remote access, and in person assistance. Key responsibilities include triaging and assigning technical issues, maintaining IT documentation and knowledge base articles, and performing routine tasks such as meter reads, inventory management, and equipment moves, additions, and changes to support Goodwill’s technology infrastructure. This position reports to Vice President of Technology 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.

Supervisory Responsibilities:

• IT Dispatch Technician(s)

Essential Job Functions:

• Oversee and assign support tickets, set priorities, enforce SLA policies, and ensure timely follow up on all requests.
• Provide training and support to technicians on Level I and II software, operating systems, and hardware including PCs, laptops, tablets, phones (including mobile), and printers.
• Handle Level III technical issues and consult with the VP of Technology as needed.
• Administer the mobile device management program.
• Maintain up to date inventory records and visual documentation of technology equipment and setup at each location.
• Annually clean, label, and relabel equipment at remote sites.
• Track and manage inventory of commonly used IT supplies.
• Identify and recommend equipment upgrades to improve operations.
• Ensure timely support for audio/visual equipment such as projectors, TVs, cameras, and similar devices.
• Perform basic network and systems troubleshooting, escalating issues to external vendors when necessary.
• Create and update technical documentation and standard operating procedures in the knowledge base.
• Provide weekend on call support for urgent technology issues.
• Offer performance feedback on IT Helpdesk/Technician staff for performance evaluations.
• Support the VP of Technology in achieving departmental objectives.
• Other duties as assigned by supervisor.