Operations Support Technician

Job Description: Serve as the primary technology support liaison for retail, donation, and operations teams across Horizon Goodwill Industries. This role provides advanced Tier 2 support for equipment, software, and network connectivity in all field locations. In addition to troubleshooting and support, the position is responsible for implementing technology improvements, assisting with system rollouts, and documenting procedures that enhance operational efficiency. Essential Functions Provide first and second-level support for point-of-sale, donation systems, and back-office technology across retail, warehouse, and administrative environments. • Configure and maintain Windows endpoints, M365 accounts, Intune-enrolled devices, and shared workstations. • Support the installation, maintenance, and troubleshooting of network and communication infrastructure (Meraki/UniFi access points, switches, printers, VOIP phones). • Partner with operations leaders to ensure technology uptime during daily store and donation processing activities. • Manage deployment and patching through Intune or RMM tools. • Work with vendors to maintain POS systems, donation platforms, and related APIs. • Document incidents, resolutions, and preventive actions in the Help Desk system. • Assist with small-scale IT projects such as device refreshes, site upgrades, and connectivity improvements. • Maintain accurate inventory of deployed devices and components in SharePoint or asset management systems. • Create and update user guides and SOPs for operational staff. • Provide on-site and remote training for store and warehouse employees on technology usage and best practices. • Participate in after-hours or weekend maintenance as needed for critical updates. ADDITIONAL RESPONSIBILITIES: Interact with hardware and software vendors to ensure efficient operation of systems. Assist the IT department with the evaluation and recommendation of hardware and software acquisitions for the company's systems. Perform other duties as assigned. Competencies Oral and written communication skills Excellent verbal and written communication skills with emphasis on user experience. Working command of the industry language and ability to translate that language to end users. Customer service orientation Excellent customer service skills including phone etiquette, listening skills, empathy, sense of urgency, and enthusiasm. Problem analysis/solving Proficient in analysis and problem solving. Ability to assess users' needs and quickly determine appropriate solutions Learning skills Able to research solutions or information regarding technical issues. Adaptability Able to learn and support new and quickly changing technologies. Team interaction Able to interface with users/various groups to work collaboratively in a fast-paced environment. Planning and organizing Able to handle several projects simultaneously, either individually or in a team setting; juggle numerous tasks and priorities while maintaining productive flow of work; set priorities: quickly zero in on the critical few and put the trivial aside. Confidentiality Able to maintain confidentiality of information considered private and maintain integrity when accessing systems with elevated privileges Stress tolerance Schedule flexibility and excellent attendance record required. Strong technical troubleshooting and analytical skills. • Excellent customer service orientation with calm professionalism under pressure. • Demonstrated experience supporting retail or multi-site environments. • Working knowledge of Microsoft 365 Admin & Intune, Windows 10/11 device management, basic networking (VLANs, IP addressing, DHCP, DNS), SaaS and cloud administration, printer and POS device configuration. • Ability to document and standardize procedures clearly. • Adaptability: learn and support new and changing technologies. • Team collaboration: communicate effectively with IT and operational staff. • Confidentiality: maintain data security and user privacy. Education and Experience Required: High school diploma or GED. Two or more years of technical support or helpdesk experience. Proven ability to support multi-site systems remotely. Ability to pass a background check and drug screen. Preferred: Associate's degree in IT, Computer Science, or related field. Certifications: CompTIA Network+, MD-102, or equivalent. Hands-on experience with retail systems, POS, or donation software. Experience using RMM or endpoint management tools. Performance Indicators Average ticket resolution time within SLA. 99%+ uptime for store and donation systems. Completion of assigned projects and documentation. Positive user satisfaction scores. Potential Career Paths

Created: 2026-03-12