IT Support Technician

Goodwill Industries of South Central Wisconsin, Inc.•Madison, WI

18h•Hybrid

About The Position

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.

Requirements

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)

Nice To Haves

1–3 years of relevant experience in a customer-focused IT or technical support role preferred

Responsibilities

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