IT Helpdesk Technician

Job Description

Job Description

Are you passionate about technology, problem-solving, and creating exceptional user experiences?

If so, we are looking for a motivated IT Helpdesk Technician to support and enhance the technology systems that power our mission-driven organization.

In this role, you will combine technical expertise with customer-focused support to ensure Goodwill team members have secure, reliable, and user-friendly access to the technical tools and systems needed to perform their roles. You will play a key role in improving productivity and driving continuous improvement across the organization.

Who We Are

As a 501(c)(3) nonprofit, working for the greater good is at the core of what we do at Goodwill of Delaware and Delaware County. Our mission — to improve the quality of life for people with barriers to self-sufficiency through the Power of Work — guides everything we do. While our work focuses on supporting individuals, our broader vision reflects the lasting community impact that happens when people receive a hand up.

By providing job training, social services, and employment support, we empower people to build meaningful careers, strengthen their families, and contribute to thriving communities.

What You Will Do

Help Desk & Technical Support

• Manage Help Desk operations and deliver timely, effective technical support
• Troubleshoot issues related to hardware, software, cloud services, virtual desktops, and POS systems
• Maintain secure, stable, and high-performing IT environments
• Support and administer Microsoft 365 applications and services
• Assist users with cloud-based platforms, collaboration tools, and digital workflows
• Support Power Platform solutions and user adoption initiatives

AI & Innovation

• Utilize AI-powered tools to streamline IT support and improve workflows
• Help implement automation and predictive maintenance solutions
• Analyze feedback and insights to improve digital experiences organization-wide

Training & User Experience

• Train team members on Microsoft 365, AI tools, POS systems, and security policies
• Create clear documentation, user guides, and knowledge base articles
• Promote technology adoption and improve overall user engagement

Compliance & Continuous Improvement

• Ensure support processes align with organizational standards and compliance requirements
• Track and report Help Desk performance metrics and service effectiveness
• Stay current with emerging technologies, certifications, and IT best practices

What We are Looking For

• Associate’s degree in Information Technology, Computer Science or a related field and at least one year of IT support and user-focused service experience.
• Strong knowledge of Microsoft 365 platform administration.
• Hands-on experience with end-user device support.
• Familiarity with AI-powered tools, automation, and analytics for IT operations.
• Excellent problem-solving and analytical skills, with the ability to manage escalations effectively.
• Strong communication skills, able to explain technical concepts to non-technical users.
• Collaborative mindset and strong interpersonal skills for working across departments and vendors.
• Strong organizational skills with attention to detail in documentation, compliance, and process improvement.
• IT certifications such as ITIL, CompTIA, Microsoft 365 Certified, Azure Administrator, or similar certification is preferred.

What We Offer

• Competitive salary
• Health, dental, and vision insurance
• 401(K) employer contribution
• Paid time off and holidays
• Employee discounts
• Career growth and advancement opportunities
• Ongoing training and development

Work Environment

This role requires sitting for extended periods and working in an office setting. Frequent travel to store and warehouse locations is required to provide on-site technical support and ensure consistent technology performance across all sites. The position has regular exposure to office and retail technology equipment. The noise level is typically moderate.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Join Our Team

Are you ready to take the next step in your IT career and improve the digital experiences of others?

Apply today to contribute to innovative technology support that empowers teams across Goodwill of Delaware & Delaware County.