Technology Field Technician

Description

SUMMARY

The Technology Field Technician is responsible for delivering day-to-day technology support across Goodwill Industries of Dallas. The majority of this role is spent on the technology help desk responding to troubleshooting and closing support tickets for retail stores donation centers warehouse operations career centers and administrative offices. This position also maintains the organizations technology asset inventory tracking equipment from purchase through deployment repair and retirement and assists with hardware software and point of sale installations at locations throughout the Goodwill Dallas footprint. Success in this role requires strong troubleshooting ability disciplined documentation and above all excellent customer service to employees at every level of technical skill.

ESSENTIAL FUNCTIONS/DUTIES

1. Serve as the first point of contact for technology support requests received through the ticketing system phone email and in person; log categorize and prioritize each request.

2. Troubleshoot and resolve hardware software network point of sale printer and peripheral issues for end users both remotely and on site.

3. Own assigned tickets from intake through closure meeting established response and resolution expectations and documenting the issue actions taken and final resolution.

4. Escalate complex or unresolved issues to senior IT staff or vendors follow up until resolution and keep the requester informed of status.

5. Perform user account administration including new user setup password resets email and application access and separations in accordance with IT policy.

6. Maintain accurate current records of all technology assets including computers tablets point of sale terminals printers scanners phones cameras and network equipment.

7. Tag image configure and deploy new equipment and track assignments by user department and location.

8. Conduct periodic physical inventory audits reconcile results against the asset tracking system and research and resolve discrepancies.

9. Support new store openings remodels relocations closures and organization-wide rollouts staging and configuring equipment in advance and verifying functionality at go-live.

10. Coordinate with vendors and carriers for warranty claims repairs replacements and equipment shipments and report project progress and issues to IT leadership.

11. Deliver friendly patient and professional customer service to employees at all levels of technical skill explaining technical information in plain language.

12. Train employees on the proper use security and care of technology equipment and systems.

13. Identify recurring problems and report trends to IT leadership so root causes can be addressed.

ADDITIONAL FUNCTIONS/DUTIES

1. Responsible for performing their assigned duties within the framework of our Core Principles.

2. Attending in-service and related training as assigned by Management.

Position Specifics:

Provide on-site support at retail stores donation centers warehouse operations career centers and administrative offices on both a scheduled and an as-needed basis.

Work the help desk queue daily ensuring tickets are updated resolved and closed with accurate notes.

Keep the technology asset inventory current as equipment is deployed moved repaired or retired.

Prepare and stage equipment prior to deployment including imaging configuration and testing.

Coordinate with vendors for warranty claims repairs replacements and equipment shipments.

Support store technology needs during peak periods including registers scanners and network connectivity.

Maintain a professional appearance and demeanor while working in stores and other public-facing locations.

Adhere to all IT security data privacy and acceptable use policies

QUALIFICATIONS/COMPETENCIES

The list below is representative of the knowledge skill and/or ability utilized while performing this job.

1. Commitment to Goodwills Core Principles.

2. Strong customer service communication and interpersonal skills with patience and a service-first mindset.

3. Working knowledge of Windows operating systems Microsoft 365 mobile devices printers and basic networking.

4. Strong problem-solving skills and attention to detail in troubleshooting documentation and recordkeeping.

5. Ability to follow directions prioritize competing requests and adapt to changing needs.

6. Ability to maintain confidentiality of organizational employee and participant information.

7. Ability to read write speak and understand English.

Education and/or Experience:

Demonstrated experience of troubleshooting Windows desktops and laptops mobile devices printers and basic network connectivity.

Experience working within a help desk ticketing system and meeting service level expectations.

Familiarity with asset management and inventory tracking practices.

Valid drivers license reliable transportation and the ability to travel regularly across all Goodwill Dallas locations.

Preferred:

Associate degree or technical certification in information technology computer science or related field preferred.

Experience supporting retail point of sale systems payment terminals or multi-site operations.

CompTIA A Network or Microsoft certification.

Experience with Microsoft 365 administration endpoint management tools or remote support software.

Experience working in a nonprofit retail warehouse or logistics environment.

Required Experience:

IC