IT Senior Support Engineer

Goodwill Industries of Northwest NC; Winston-Salem (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

PTO

401(k) retirement plan

Medical insurance

Job summary

Goodwill Industries of Northwest North Carolina is seeking a Senior IT Support Engineer to deliver secure and reliable IT infrastructure services across our facilities. You will provide hands-on support for laptops, desktops, servers, printers, and AV equipment while maintaining AD, M365, SharePoint, and cloud services.

The role requires strong communication, customer service, and the ability to work in a fast-paced environment.

Qualifications

• Associate degree in information systems/technology or computer science preferred.
• 2+ years of IT support experience required.
• Excellent communication and customer service skills needed.

Responsibilities

• Maintains daily operations equipment and provides onsite support across 71+ facilities.
• Troubleshoots hardware and software issues and delivers solutions.
• Manages end-user accounts in AD and M365; supports collaboration tools (Teams, SharePoint).
• Responds to tickets and completes requests; participates in special IT projects.
• Provides on-call onsite support, including weekends.

Skills

IT support

Communication

Customer service

Ticketing systems

Prioritization

Education

Associates degree

Tools

Active Directory

M365

SharePoint Online

Azure

Printer management software

Job description

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.

Why work for Goodwill?

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.

Want to learn more about Goodwill? Click on the links at the top of this page or go to: www.goodwillnwnc.org.

Position Overview

The Senior IT Support Engineer is a strong technical contributor focused on proving 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.