IT Technical Support Analyst III (Safety & Security Systems)

Goodwill of Central & Southern Indiana • Indianapolis, IN

11d • Onsite

About The Position

Goodwill Legacy Group relies on a broad ecosystem of technology to support daily operations across all business units, with a critical focus on safety and security infrastructure. The IT Technical Support Analyst III (Safety & Security Systems) serves as a senior technical resource responsible for resolving complex and escalated issues related to camera technology and badge access systems. This role acts as a key escalation point for tier support, providing advanced troubleshooting for physical security hardware, mentoring team members, and collaborating closely with the System Administrator levels, Network, and Server teams to maintain operational stability. The Analyst will work heavily within the ticketing system and coordinate directly with contractors for field deployments and physical repairs. This position reports to the Director of Infrastructure, Network, and Security.

Requirements

• Extensive experience in a fast-paced IT support environment with progression through Tier I and Tier II support, specifically supporting physical security systems or operations-heavy environments.
• Proven ability to manage high-impact and urgent issues.
• Demonstrates ownership of IT processes, including documenting, improving, and enforcing standards, procedures, and security requirements, with a focus on security systems and asset management practices.
• Advanced knowledge of Windows environments, Active Directory, and networking fundamentals (DNS, DHCP, VPN), along with specific expertise in IP camera configuration, video management systems (VMS), and access control hardware.
• Listens, comprehends, and relates with customers in an impartial, unbiased yet effective and balanced manner; shows empathy and asks appropriate questions while building and maintaining customer satisfaction with the products and services offered by the organization; provides excellent and timely service to internal and external customers either in-person, over the phone, or via email. Maintains a professional and positive attitude.
• Seeks out and researches information effectively to identify opportunities to solve new and unfamiliar problems. Adept at database mining, assessing internal/external repositories, utilizing a network, asking good questions, and developing a plan with goals and outcomes. Strikes an appropriate balance between the thirst for knowledge and time management. Good retention and ability to apply learning to a future set of parameters.
• Takes ownership for completing all the steps within a problem/project as well as addressing any follow-up necessary. Takes initiative without waiting to be directed, exhibits a willingness to take on additional tasks, and completes them as requested and until the job is done. Takes ownership of mistakes and learns from them rather than makes excuses.
• Efficiently identifies, determines causes, proposes, and implements solutions to solve problems in the workplace. Balances the needs of different people in a solution to a problem. Meets the needs of different constituents in the solution of a problem.
• Manages competing demands by effectively organizing issues by relevance, considering operational objectives and customer service excellence. Excellent time management, planning, scheduling, and coordination skills. Is able to work in a highly structured environment and quickly adapts to changes in priorities or deadlines while maintaining a positive attitude. Effectively navigates complex situations to ensure that tasks are completed on time and to a high standard.
• Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend others' needs. Delivers information in person, in writing, and in a digital world.
• Willing to travel 20% +/- of the time to various locations throughout the territory of Goodwill.
• Participate in an on-call rotation, including nights and weekends, to support emergency retail and business needs.
• Is regularly required to walk and frequently required to do manual labor. The employee is occasionally required to stoop, kneel, or crouch and must occasionally lift and/or move up to 50 pounds.
• Must use tools such as power drills, screwdrivers, and cabling tools (such as crimpers).
• All candidates must pass a pre-employment background check.
• Must have a valid driver’s license, up-to-date auto insurance, and a good driving record.

Nice To Haves

• Degree and Credential Requirements - NONE! We value candidates who can demonstrate capability and articulate how prior experiences will help them contribute. We believe in continuous learning and professional development.

Responsibilities

• Serve as the primary escalation point for complex and high-impact technical issues related to safety and security systems, including IP cameras, access control systems, DVRs/NVRs, and video management systems (VMS).
• Accurately diagnose, troubleshoot, and resolve advanced hardware and network-related connectivity issues that cannot be resolved at lower support tiers.
• Provide excellent customer service while communicating complex technical security concepts clearly to non-technical users.
• Lead troubleshooting efforts by identifying root causes, performing advanced diagnostics, and coordinating resolution across IT teams and external vendors.
• Utilize IT service management tools to review, prioritize, and manage escalated tickets, including those exceeding established service thresholds.
• Perform system administration tasks, including user access governance within Active Directory and security-specific applications.
• Coordinate and lead efforts with external contractors and vendors for site deployments, equipment relocations, and physical repairs, such as camera replacements.
• Support and contribute to infrastructure projects, system implementations, and new site deployments related to safety and security systems.
• Collaborate closely with Network and Server teams to resolve systemic issues and assume ownership of repeatable operational tasks.
• Provide guidance, mentoring, and knowledge sharing to IT team members to improve overall service delivery.
• Maintain and enhance system documentation, including system configurations, network diagrams, and knowledge base materials for security deployments.
• Support device lifecycle management for security hardware, including evaluation, deployment, and secure disposal of cameras and badge readers.
• Perform advanced networking support, including diagnosing connectivity issues and validating physical and logical network components such as IP addressing, VLANs, PoE, and QoS.
• Manage and support technology needs for new and existing sites, including deployments, relocations, and upgrades of security systems.
• Ensure adherence to IT policies, procedures, security standards, and asset management practices.
• Ability to perform lower-tier responsibilities as needed, including intake, troubleshooting, and end-user support.
• Perform other duties as assigned.

Benefits

• Continuing education and leadership development as well as tuition reimbursement
• Comprehensive health plan
• Generous paid time off (PTO) and paid holidays
• Sabbatical and parental leaves
• Life, dental and vision insurance
• Short- and long-term disability plans
• Nationally recognized preventive health and wellness program
• Section 125 pretax health spending account, dependent care spending account, and premiums
• Retirement planning options with generous company % match
• Eligible for the Public Student Loan Forgiveness (PSLF) program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed