IT Senior Support Engineer

IT Senior Support Engineer

Use your skills to transform your local community. Goodwill Industries of Northwest North Carolina offers numerous career opportunities with competitive pay, excellent benefits, and the reward of knowing your hard work is helping others.

Goodwill Industries of Northwest North Carolina, Inc. (Goodwill) is a 501(c)(3) nonprofit organization headquartered in Winston-Salem, NC. We employ more than 1,100 team members who are dedicated to our mission of providing employment and training services that help people find jobs and reach financial stability. With 51 retail stores, 20 career centers, and dozens of attended donation centers across a 31-county territory, Goodwill is a complex enterprise offering a wide range of career opportunities.

At Goodwill, the work we do makes a difference in the lives of the individuals we serve and, in turn, in the community in which we live. Our business operations provide stability to our organization that is not always enjoyed by nonprofit organizations solely funded by outside sources. Our employees enjoy excellent benefits and a unique work environment that is professional, fast paced, and fulfilling.

Our organization's values shape our culture and guide our interactions with program participants, customers, and each other. Our shared commitment to Living the Mission; Promoting Teamwork; Driving Improvement; Taking Responsibility for Actions and Behaviors; and Respecting and Appreciating Others is what makes us successful and inspires all that we do.

Position Overview

The Senior IT Support Engineer is a strong technical contributor focused on providing IT Support to the organization. This role is subject matter expert who is focused on delivering secure and reliable infrastructure services:

• Support for all IT deployed IT devices (laptops, pc's, servers, printers etc).
• IT support for our retail locations for workstations, A/V, POS etc.
• Management of end user accounts for AD, M365, & other identified systems.
• Support for other Collaboration & Communication tools (A/V Teams, SharePoint Online etc.)
• Support for Network, Servers & Storage as needed.
• Microsoft 0365 and Azure Cloud Services as needed.
• Onsite Data Center Support for Network, Servers & Storage.
• Virtualization & Back Ups Management as needed.
• Enterprise Telephony & Telecommunications in partnership with facilities.
• Research Emerging and new technologies to evolve our IT environment.
• Delivery of enterprise projects as determined by IT Leadership.

Primary Responsibilities

• Maintains daily operations equipment and provides onsite and technical field support throughout the region which includes 71+ facilities.
• Troubleshoots equipment and systems and provides solutions to ensure technology is working properly.
• Owns or co-owns specific solutions such as printer maintenance software and desktop management software.
• Closes out IT tickets when job is complete and communicates to the appropriate party the technical problem has been fixed.
• Participates in special or technical projects within facilities and solutions as needed.
• Provides on-call onsite technical support as needed which includes weekends.

Educational Requirements

Associate degree in information systems/technology and computer science, preferred, or equivalent technical certifications.

Qualifications

• At least 2 years' experience in IT support.
• Excellent communication skills—both written and verbal.
• Excellent customer service skills.
• Knowledge of ticketing systems.
• Ability to work in a fast-paced environment and prioritize requests.

Benefits

Goodwill believes strongly in supporting our team members and offers excellent benefits, professional development, and opportunities for internal career growth. We are continuously looking for opportunities to expand our benefits program to accommodate the needs of our team members. While this list is not all-inclusive, some of the many benefits we offer to all employees are:

• Paid Time Off (PTO)
• Money Purchase Pension Plan
• 403(b) Retirement Savings Plan
• Employee Assistance Program
• Free Telehealth
• Employee Referral Program
• Quarterly Incentive Programs (for all retail positions)
• Corporate Discount Programs

In addition, we offer the following benefits for our full-time team members working 30 or more hours per week:

• Medical Insurance
• Prescription Coverage
• Dental and Vision Coverage
• Flex Spending Accounts (Medical and Dependent Care)
• Short & Long-Term Disability
• Life Insurance
• Tuition Reimbursement

EOE. E-Verify Employer.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.