IT Specialist

Goodwill Industries•Sherman, TX

1d•$42,000 - $45,000

About The Position

Goodwill Industries of Northeast Texas is seeking an IT Support Specialist to provide customer-focused technical support across multiple locations. The role delivers hands-on assistance for hardware, software, point-of-sale systems, peripherals, and mobile devices through desk-side, phone, email, and messaging channels. The specialist troubleshoots and resolves issues, maintains imaging standards, manages device configurations, and escalates unresolved incidents according to IS service-level agreements while owning each case through resolution. The position administers Microsoft 365, including user accounts, licensing, Exchange, Teams, SharePoint, and OneDrive. It also manages device enrollment and configuration through Intune by applying policies, deploying applications, and ensuring security and compliance. The specialist creates and maintains SOPs, knowledgebase articles, and technical records using SharePoint and OneNote. Success includes meeting SLA expectations, maintaining uptime for mission-critical systems, supporting on-time project delivery, and ensuring data accuracy. The specialist identifies recurring issues, recommends process improvements, and maintains security, safety, and confidentiality standards. The role also assists with help desk tickets, collaborates with and mentors others, and supports Goodwill’s mission-driven culture, Core Values, and zero-tolerance policies while promoting a productive, inclusive, and safe environment.

Requirements

Associate degree in IT or a related field.
At least 2 years of IT support experience, including POS and workstation troubleshooting.
Strong communication, customer service, organizational, and problem-solving skills.
Valid driver’s license, reliable transportation, and insurance.
Ability to stand, walk, climb, kneel, crawl, and lift up to 40 lbs.
Submit to drug testing; the role may involve access to facility keys and alarms.

Nice To Haves

Bachelor’s degree preferred.
Relevant certifications such as CompTIA A+ or Microsoft certifications are a plus.
Ability to participate in occasional nights/weekends and an on-call rotation.

Responsibilities

Provide hands-on technical support for hardware, software, POS systems, peripherals, and mobile devices across multiple locations through desk-side, phone, email, and messaging channels.
Troubleshoot and resolve technical issues, maintain imaging standards, and manage device configurations.
Escalate unresolved incidents according to IS SLAs and own cases through resolution.
Administer Microsoft 365, including user accounts, licensing, Exchange, Teams, SharePoint, and OneDrive.
Manage device enrollment and configuration through Intune, including applying policies, deploying applications, and ensuring security and compliance.
Create and maintain SOPs, knowledgebase articles, and technical records using SharePoint and OneNote.
Meet SLA expectations, maintain uptime for mission-critical systems, support on-time project delivery, and ensure data accuracy.
Identify recurring issues and recommend process improvements.
Maintain security, safety, and confidentiality standards.
Assist with help desk tickets, collaborate effectively, and mentor others.
Uphold Goodwill’s Core Values and zero-tolerance policies and promote a productive, inclusive, and safe environment.
Travel daily to multiple sites.