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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Technician - **Company:** Goodwill Industries, Inc. - **Location:** Madison, WI, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Business Software, Cyber Security, Desktop Computing, Document Management Systems, Networking Basics, Phishing, Wi-Fi Technology, ServiceNow IT Service Management, Information Technology - **Published:** May 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e6fe288f3a6e261c ## About the Role 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. ## Description 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 ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Passkeys: Truly Phishing-Resistant? 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