IT Support Technician in Madison, Wisconsin at Goodwill Industries of South Central Wisconsin, Inc.

General Summary:

The IT Support Technician provides technical support, troubleshooting, and consulting services to ensure the effective operation of hardware, software, and network systems. This role serves as the front-line point of contact for end users and plays a key role in delivering reliable, secure, and customer-focused technology support across a multi-location organization.

Principal Duties & Responsibilities:

• Travel to Goodwill of South Central Wisconsin locations to provide IT support, maintenance, and consulting services as needed
• Assist senior technicians with the implementation of large or complex systems and technology projects
• Collaborate with IT team members to ensure timely resolution of technical issues across the organization
• Participate in remote and on-site meetings to analyze and resolve software, hardware, and network concerns
• Troubleshoot, diagnose, and resolve a wide range of technical issues with a customer-focused approach
• Partner with staff to identify solutions that support both immediate needs and long-term operational success
• Provide training and guidance for staff on new software, systems, and equipment
• Create and maintain accurate IT documentation and support records
• Support the development, implementation, and migration of new systems and services
• Collaborate across teams to resolve complex technical challenges and share knowledge
• Install low-voltage cabling for small-scale projects as needed
• Track, tag, and maintain inventory of IT equipment and technology assets
• Follow established IT security practices, including reporting suspicious activity and supporting cybersecurity awareness efforts
• Escalate unresolved or complex issues to senior IT staff while maintaining ownership and follow-up communication
• Perform all duties in alignment with Goodwill’s mission, values, and commitment to community impact

Knowledge, Skills & Abilities Required:

• Working knowledge of Windows-based computers and common business applications (Microsoft 365 preferred)
• Familiarity with basic networking concepts, including Wi-Fi connectivity, printers, and IP-based troubleshooting
• Ability to learn and effectively use IT ticketing, asset management, and documentation systems
• Knowledge of basic cybersecurity best practices, including password security and phishing awareness
• Strong attention to detail when documenting issues, resolutions, and procedures
• Strong written and interpersonal communication skills, with the ability to support a diverse workforce
• Ability to manage, prioritize, and document multiple tasks and projects effectively
• Effective time management skills, with the ability to meet deadlines in a dynamic environment
• Customer-service mindset, with the ability to explain technical concepts in a clear and accessible way
• Willingness to learn, adapt, and grow within a mission-driven organization
• Ability to maintain an organized, safe, and professional work environment
• Strong problem-solving skills, with the ability to work both independently and collaboratively
• Ability to recognize knowledge gaps and proactively seek solutions
• Reliable transportation and a valid driver’s license required (mileage and travel time reimbursed)

Travel Required: Ability to travel up to 15 % during scheduled hours.

Required education and/or work experience:

• Associate or Bachelor’s degree in Computer Science, Information Technology
• 1–3 years of relevant experience in a customer-focused IT or technical support role preferred

Description of physical working environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to maintain a stationary position to be able to operate a computer and other office equipment, mostly indoor office environment.
• Must be able to clearly communicate, identify, analyze, and assess details.
• Ability to move around our facilities and lift, push or pull up to 40 lbs.
• Ability to climb and work from ladders.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Employment Opportunity Employer:

Goodwill of South Central of Wisconsin provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

For a complete position description or questions, please contact People and Development Manager, TuVayra Terwilliger, at tterwilliger@goodwillscwi.org or (608) 852-8421