IT Support Technician

The IT Support Technician provides technical support, troubleshooting, and consulting services to ensure the effective operation of hardware, software, and network systems. This role serves as the front-line point of contact for end users and plays a key role in delivering reliable, secure, and customer-focused technology support across a multi-location organization., * Travel to Goodwill of South Central Wisconsin locations to provide IT support, maintenance, and consulting services as needed

• Assist senior technicians with the implementation of large or complex systems and technology projects
• Collaborate with IT team members to ensure timely resolution of technical issues across the organization
• Participate in remote and on-site meetings to analyze and resolve software, hardware, and network concerns
• Troubleshoot, diagnose, and resolve a wide range of technical issues with a customer-focused approach
• Partner with staff to identify solutions that support both immediate needs and long-term operational success
• Provide training and guidance for staff on new software, systems, and equipment
• Create and maintain accurate IT documentation and support records
• Support the development, implementation, and migration of new systems and services
• Collaborate across teams to resolve complex technical challenges and share knowledge
• Install low-voltage cabling for small-scale projects as needed
• Track, tag, and maintain inventory of IT equipment and technology assets
• Follow established IT security practices, including reporting suspicious activity and supporting cybersecurity awareness efforts
• Escalate unresolved or complex issues to senior IT staff while maintaining ownership and follow-up communication
• Perform all duties in alignment with Goodwill’s mission, values, and commitment to community impact

Do you have a valid Driver’s License license?, Do you have experience in Windows?, Do you have a Associate’s degree?, Knowledge, Skills & Abilities Required:

• Working knowledge of Windows-based computers and common business applications (Microsoft 365 preferred)
• Familiarity with basic networking concepts, including Wi-Fi connectivity, printers, and IP-based troubleshooting
• Ability to learn and effectively use IT ticketing, asset management, and documentation systems
• Knowledge of basic cybersecurity best practices, including password security and phishing awareness
• Strong attention to detail when documenting issues, resolutions, and procedures
• Strong written and interpersonal communication skills, with the ability to support a diverse workforce
• Ability to manage, prioritize, and document multiple tasks and projects effectively
• Effective time management skills, with the ability to meet deadlines in a dynamic environment
• Customer-service mindset, with the ability to explain technical concepts in a clear and accessible way
• Willingness to learn, adapt, and grow within a mission-driven organization
• Ability to maintain an organized, safe, and professional work environment
• Strong problem-solving skills, with the ability to work both independently and collaboratively
• Ability to recognize knowledge gaps and proactively seek solutions
• Reliable transportation and a valid driver’s license required (mileage and travel time reimbursed)

Travel Required: Ability to travel up to 15 % during scheduled hours.

Required education and/or work experience:

• Associate or Bachelor’s degree in Computer Science, Information Technology
• 1-3 years of relevant experience in a customer-focused IT or technical support role preferred, * Ability to maintain a stationary position to be able to operate a computer and other office equipment, mostly indoor office environment.
• Must be able to clearly communicate, identify, analyze, and assess details.
• Ability to move around our facilities and lift, push or pull up to 40 lbs.
• Ability to climb and work from ladders.