Specialist II, IT Support & Telecom

Goodwill of Colorado•Aurora, CO

1d•Hybrid

About The Position

The Specialist II, Information Technology (IT) Support and Telecommunications (Telecom), primarily serves as a hybrid on-site technology analyst and telecommunications support resource for staff, teachers, and students at the Goodwill of Colorado Excel Center, Clean Tech program (Iliff location), and corporate offices (Federal Location). This role acts as a point of contact for technical and telecom issues including voice systems, connectivity, and telecom infrastructure, and ensures timely resolution or escalation while delivering a high-quality support experience.

Requirements

A Bachelors degree in Computer Science, Information Technology, or related field is required; or industry certifications (CompTIA A+, CompTIA Network+, ITIL Cisco Certified Network Associate (CCNA), etc.) and experience in lieu of degree.
5+ years of experience supporting technology in an education, workforce development, nonprofit, or classroom-based environment.
Familiarity with Microsoft 365 Education, Teams, OneDrive, SharePoint, Google Workspace, or similar education productivity platforms.
Strong customer service and communication skills.
Foundational knowledge of hardware, software, and peripherals.
Ability to troubleshoot Tier 1 issues and document work in ticketing systems.
Ability to follow technical documentation and knowledge articles.
Strong organizational and asset tracking skills.
Ability to manage multiple support requests effectively.
Ability to support student and staff account access, password resets, onboarding/offboarding, and basic application access issues.
Familiarity with classroom technology, including displays, projectors, conferencing tools, printers, lab devices, and distance learning equipment.
Ability to follow security, privacy, acceptable use, and data protection practices when supporting staff and students.
Ability to travel locally as needed and meet company requirements for driving on company business, if applicable.
Availability to support program launches, student onboarding periods, first-day readiness, and occasional after-hours events as needed.
Basic understanding of T1 telecommunications concepts, including voice circuits, PBX/VoIP phone systems, and structured cabling.
Familiarity with telecom trouble ticketing, carrier coordination, and basic circuit troubleshooting procedures.
Experience or willingness to learn endpoint telephone setup, extension provisioning, voicemail configuration, and softphone client support.
The incumbent will be required and must have the ability to drive for company business.
Must have valid Colorado State driver license.
Must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.
Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition.

Nice To Haves

Basic understanding of student information systems (SIS), learning management system (LMS), gradebook platforms, or similar educational systems is preferred.

Responsibilities

Provide Tier 1 telecommunications support, including troubleshooting desk phones, VoIP/softphone clients, and voice connectivity issues for staff and program locations.
Troubleshoot computers, audio visual (A/V) equipment, peripherals, and phones.
Support facility-specific technology (classroom, retail POS environment, or program-site systems) as assigned.
Support student and staff account setup, access troubleshooting, password resets, onboarding, and offboarding activities.
Provide basic support and escalation coordination for education platforms, including business applications and site-specific line-of-business systems.
Assist with classroom technology readiness, including displays, projectors, conferencing equipment, printers, shared lab devices, and distance learning tools.
Enter and track service desk tickets for all support requests.
Maintain inventory of staff and student devices and lab equipment.
Manage device checkout/check-in, inventory accuracy, recovery tracking, and lifecycle support for end-user account setup, access troubleshooting, onboarding/offboarding.
Assist with annual inventory and reporting.
Perform routine technology health checks (network, printers, devices).
Act as liaison between on-site users and IT service desk teams.
Document recurring issues, contribute to knowledge base articles, and follow Goodwill of Colorado-specific standard operating procedure (SOPs) and escalation procedures.
Support provisioning and configuration of phone extensions, voicemail accounts, and telecom user accounts under guidance of senior IT/Telecom staff.
Log and track telecom trouble tickets; coordinate with carriers or vendors for circuit or service outage escalations.
Perform basic inspection and labeling of telecom cabling, patch panels, and telecom closet equipment; report issues for escalation.
Reprioritize responsibilities depending on the needs of the department and the organization.
Occasionally be assigned additional/different duties to help support the IT group and the company.