IT Field Technician

Goodwill Industries of Southeastern Wisconsin, Inc.•Milwaukee, WI

14d•$48,475 - $72,925•Onsite

About The Position

The IT Field Technician is responsible for second tier desktop computer, laptop, telecommunication and Retail POS setup and troubleshooting at all locations. This position performs customer follow-up, team communication and continued escalation until assigned work orders are completed in a timely manner and with outstanding customer service.

Requirements

Two years of college education or experience equivalency, and a minimum of 3 years in-depth knowledge and troubleshooting PC and Server hardware, operating systems and applications.
Microsoft Windows Desktop Operating Systems (Windows 7, Windows 8.1, Windows 10) (2+ years preferred).
Microsoft Windows Server Operating Systems (2008, 2012 R2, 2016) (2+ years required).
Microsoft Office (2010, 2013, 2016).
Experience with switches, routers, network firewalls.
Able to self-manage and work independently in a fast-paced, constantly changing environment.
Excellent verbal and written communication skills.
Experience supporting customers via phone, e-mail, chat, on-site, and ability to always maintain a pleasant disposition.
Aptitude for acquiring knowledge and skills in technology troubleshooting and an eagerness to learn and take on new challenges.
Valid Wisconsin or Illinois Driver's License.
Computer certifications are a plus.

Responsibilities

Plans and manages own work to reliably complete routine job responsibilities and special assignments.
Serves as a team member or subject matter expert on formal projects or within the department.
Engages in change affecting her/him, communicating appropriately with supervisor.
Follows through on learning, skill building, and practice necessary to adapt to change.
Solves problems of moderate to advanced complexity; able to identify root cause, interpret data and resolve issues.
Understands and applies professional principles and skills within area of specialization to modify processes to resolve situations.
Champions Goodwill’s community engagement initiatives and serves as an ambassador for Goodwill in the wider community.
Troubleshoots, solves problems and performs maintenance on a variety of IT equipment such as registers, laptops, POS systems, servers and IP phone systems.
Manages system issues through a full cycle from initial customer contract to resolution.
Performs customer follow-up, team communication and continued escalation until assigned work orders are completed in a timely manner and with outstanding customer service.
Leads installation and configuration of new locations with regards to hardware, phone and network equipment setup, as well as, vendor coordination relating to IT.
Coordinates troubleshooting and set-up of new and existing hardware (PCs, laptops, mobile technology, Retail POS stations, printers, thin client terminals).
Monitors and oversees outside contract work in assigned stores, ensures proper coordination and communication between all involved parties.
Researches, reviews and creates documentation for all technical processes to be maintained in the technical support document library.
Assists supervisor with recommendations regarding capital budget expenditures for equipment, building and property repair or replacement.
Provides on-call technical support for Emergency IT issues that occur after standard business hours.
Travels to various locations as required.
Completes other duties/responsibilities as assigned.