FTR IT Technician II

Founded in Santa Clara County in 1928, Goodwill of Silicon Valley is dedicated to improving employment opportunities, increasing standards of living, providing economic independence, and restoring our clients sense of self-worth. We achieve this through workforce creation, vocational training, and environmental stewardship. With 18 retail stores, an online store, an extensive reuse/recycling operation, and our Contract Services division, we help individuals overcome barriers to employment, build sustainable lives and communities.

The IT Technician II provides advanced technical support for enterprise and retail systems, managing Microsoft Intune enrollment, policy enforcement, MFA implementation, and automated patch management to maintain system security and compliance. Supports and troubleshoots hardware, software, printers, POS systems, network issues, and business applications including Office 365, RMH, NetSuite, Bonavend, and Zoom.

Responsible for imaging and deploying workstations, maintaining asset inventory and loaner equipment, resolving service tickets, documenting activities, and escalating complex issues as needed. Collaborates on API integrations, assists with security monitoring and fraud investigations, develops SOPs, and provides Tier II support and technical guidance to junior staff. Supports after-hours projects and system upgrades as required.

Major Responsibilities

- Manages Microsoft Intune enrollment and assigning policies.

- Enforcing Multi-Factor Authentication (MFA) and ensuring automated patch management.

- Proactively adhering to the Patch Management Policy to safeguard systems against vulnerabilities, ensuring that critical operating system security patches are automatically deployed to all workstations.

- Collaborating with software developers on API integrations, responsible for designing, developing, testing, and maintaining APIs that enable secure, reliable, and seamless data exchange between diverse applications and systems.

- Collaborating with the Loss Prevention department to investigate fraudulent transactions, malicious activity, and theft.

- Resolve Service Desk Ticket System incident and request tickets.

- Update tickets with appropriate journal entries of activities, and close tickets with the resolution entered upon completion of the job.

- Deliver, install, troubleshoot and maintain software, computer systems, peripherals, and other miscellaneous equipment.

- Image, configure, and deploy computers for new hires and existing employees, while maintaining available loaner inventory.

- Identify, analyze, and repair routine equipment, software, or network failures.

- Escalate complex and/or high priority problems or other technical issues to the IT Team for resolution.

- Offer technical support via email, phone, remote, or on-site in a prompt or timely manner.

- Work with team members and on solo projects with minimal supervision.

- Be available to complete scheduled after-hours projects onsite at various locations, including Headquarters and Retail Stores.

- Resolve issues with all Retail Stores devices, POS Systems, Pricing Stations, Inventory Scanners, Audio Video Systems, and accessories.

- Manage Office 365 Suite, RMH, NetSuite, Bonavend, Zoom, etc.

- Manage/monitor Security Logs.

- Resolve printer issues, local and network.

- Effectively, professionally, and respectfully represent the IT department services to the end-users and the Interim client community.

- Create SOPs in ITGlue and Communicate instructions with end users.

- Map drive connection issues, logon scripts, create new user accounts.

- Assist in testing and deployment of new technologies and system upgrades.

- Learn and support new and fast-changing technologies.

- Provide technical guidance and training to IT Technician I staff and Interns.

- Serve as Tier II escalation support for IT Technician I and Interns.

- Maintain accurate inventory records of IT assets.

- Perform other special duties and special projects as assigned.

Responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally either orally or in writing.

Qualifications

Job Specifications

- Office 365 Suite, Intune, Netsuite, Domo, Bonavend, Service Now RMH, Mac iOS, Windows, VPN

- Audio Video Systems

Equipment Used

- PC/Mac/Phones

- Printers, Cash registers, POS CC Terminals

- Pricing Stations, Industrial Printers, Automated Equipment

- Network Switches, Wireless Access Points and Routers

Minimum Requirements

- 2-3 years of experience with desktop support

- Valid CDL Class C license

- Strong understanding of computer hardware and software

- Impeccable communication and organizational skills with exceptional attention to detail

- Friendly disposition – excellent customer service

- Desire to learn and develop professionally, and work in a dynamic business environment

- Must be able to work occasional holidays, evenings and weekends.

- Strong Windows/Mac troubleshooting & problem-solving skills

- Strong Server troubleshooting & problem-solving skills experience

Special Skills and Knowledge

- Excellent interpersonal skills.

- Team player and team builder

Emotional Effort

- Moderate: Occasional short deadlines. Work environment is occasionally hectic with occasional high activity, with great emphasis on teamwork.

Job Setting

- The job is performed both indoors in a climatically controlled setting and outdoors independently and in cooperation with co-workers. There is regular contact with the public.

- The position may involve local travel to retail stores.

Physical Demands

- Due to the variety of assignments with this position a person must have the ability to stand, bend, kneel, reach forward and overhead. Standing, sitting carrying, pushing and pulling will also be involved.

- Light lifting of up to 35 pounds

- Moderate emotional level effort is required, occasional high stress with short deadlines.

- Work environment – generally inside 100% - however may include outside work on occasion.

Goodwill of Silicon Valley is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law