IT Technician Excel Center

Job Summary:
Goodwill Industries of the Chesapeake is seeking a hands-on, proactive IT Technician to provide day-to-day technical support across our organization, including dedicated support for the Excel Center of Baltimore, a high school for adult learners. This role combines tactical IT operations with support for key technology initiatives and projects.

The IT Technician will support a wide range of technology needs including hardware/software installation and maintenance, end-user support, Office 365/Azure AD administration, network troubleshooting, and AV/VOIP support. This position requires excellent problem-solving skills, strong communication abilities, and a commitment to providing exceptional customer service. The ideal candidate is a self-starter who can effectively prioritize tasks in a dynamic, multi-site environment.

Key Responsibilities:

IT Operations:

• Provide hands-on, on-site technical support for staff and students, including remote troubleshooting and Help Desk (Zendesk) ticket resolution.
• Administer and maintain Office 365 and Azure environments including Outlook, Teams, SharePoint, OneDrive, Intune, MFA, and Defender
• Support Active Directory, Microsoft 365, and Azure AD user administration, including onboarding/offboarding and access management.
• Set up and maintain PCs, Chromebooks, printers, docking stations, classroom AV equipment, and other peripherals.
• Perform routine maintenance, updates, backups, and repairs on software, hardware, and network systems.
• Diagnose and resolve VOIP and Wi-Fi connectivity issues.
• Maintain accurate documentation and contribute to internal knowledge base.
• Monitor system performance and security, escalating issues when necessary.

IT Projects:

• Improve and streamline administrative processes
• Support the rollout of new software and IT infrastructure improvements.
• Participate in system upgrades, testing, and configuration activities.
• Assist in collecting technical requirements for new tools and ensuring infrastructure compliance.

Required Qualifications:

• Minimum 3 years of hands-on Microsoft 365 Administrator
• CompTIA A+, Network+
• Experience with supporting/managing/administering AV equipment such as TVs, Smarboards, and ScreenBeem and other meeting/conference equipment.
• Bachelor's degree in computer science, IT, Cybersecurity, or related field with 3+ years of experience; OR associate's degree with 4+ years; OR 7+ years of direct experience with HS diploma or equivalent.
• 3-5 years of IT support experience across Windows, macOS, and peripheral devices
• 3-5 years of experience in Office 365 environments
• Strong working knowledge of Windows Server, basic networking (ports, VLANs), and WIFI troubleshooting.

Preferred Qualifications:

• Experience supporting educational technology systems (e.g., Student Information Systems, LMS)
• Experience in cloud-based application deployment and support
• Exam MS-102: Microsoft 365 Administrator

PHYSICAL REQUIREMENTS:

Medium: Lifting to 50 pounds maximum with frequent lifting and/or carrying of objects weighing up to 25 pounds. May be required to regularly stand for extended periods of time, walk, reach with hands/arms with full range of motion, climb or balance, stoop, kneel, crouch or crawl, push or pull. Regularly required to talk and hear. Frequently required to use hands and fingers to hold, handle and feel objects, knobs, keys and/or buttons.

TRAVEL REQUIREMENTS:

Travel is defined as travel to all areas within Goodwill's territory (Cecil, Harford, Baltimore, Howard, and Anne Arundel Counties, Baltimore City, and the entire Eastern Shore of Maryland). In some cases, long-distance travel, including overnights may be required but is typically planned. In some cases, travel may be unplanned.

Travel up to 25% of working time. Company vehicle to be provided for business related travel. Required to operate vehicle in safe and lawful manner and according to company policy.

Other Requirements:

• Valid and unrestricted Maryland state driver's license
• Ability to lift 50 lbs. and perform physical installation of IT equipment.
• Excellent communication skills and a service-oriented attitude
• Ability to work independently and manage multiple priorities.

WORK ENVIRONMENT:

Moderate

Employees may be exposed to moving mechanical parts, wet and/or humid conditions, fumes or airborne particles and outside weather conditions. The noise level is usually moderate. Position requires up to 85% local territory-wide travel. Access to own vehicle is required.

Position Reports to: IT Director

MFW/EOE

Goodwill Industries of the Chesapeake offers a wide range of benefits to employees! Click here for more info: https://goodwillches.org/about-us/goodwill-careers/