IT Technical Support Analyst- Tier 2, Level II

This position works out of our corporate office location (1635 W. Michigan St. Indianapolis, IN 46222) so candidates must live within commuting distance for this role. The general range is $22-$26 per hour and includes full benefits (below).

The IT Support Specialist (Tier II) is responsible for providing advanced technical support and ensuring the stability, performance, and accessibility of Goodwill Legacy Group (GLG) technology systems. This role handles escalated issues, supports infrastructure and operational IT functions, and collaborates across teams to deliver effective solutions. The position also contributes to system improvements, documentation, and project execution while maintaining a strong customer service focus..  Support is provided in person, in the field at various sites, and remotely.  This role reports directly to the IT Service Manager, and the typical hours of support are: 7 AM-4 PM or 8 AM-5 PM, Monday through Friday.

Example Duties and Activities 

• Accurately and efficiently diagnose and resolve issues related to GLG technology resources and applications, including desktops/laptops, software, peripheral devices, connectivity, VPN, and related systems.

• Troubleshoot and resolve issues with corporate-provided hardware and end-user devices, including advanced and escalated technical problems.

• Provide excellent customer service for every interaction, communicating clearly using language appropriate for non-technical users.

• Utilize IT service management tools to log, track, research, escalate, resolve, and close incidents and service requests in a timely manner.

• Image, configure, and deploy desktops and laptops to support end-user onboarding and device lifecycle management.

• Provision, create, and manage user access across Active Directory, AD Manager Plus, Google Workspace, and other systems and applications.

• Maintain and develop system documentation, policies, procedures, knowledge base articles, and user instructions.

• Support and participate in all IT-related projects, implementations, and new site deployments.

• Collaborate with Network, Server, and Applications teams to troubleshoot issues and take ownership of repeatable operational IT tasks.

• Provide basic networking support, including troubleshooting connectivity and assisting with routers, switches, and wireless access points.

• Support conference room and meeting technologies, including setup, maintenance, and troubleshooting.

• Manage multiple work streams and priorities effectively in a fast-paced environment.

• Track and maintain IT asset inventory and follow established asset management processes.

• Perform device intake, testing, repair coordination, and replacement processes.

• Communicate effectively with end users, vendors, and other IT support personnel to ensure timely resolution of issues.

• Ability to support Tier I responsibilities as needed, including initial intake, basic troubleshooting, and end-user support.

• Perform other duties as assigned. 

Required Competencies 

• Degree and Credential Requirements -  NONE! We value candidates who can demonstrate capability and articulate how prior experiences will help them contribute.  We believe in continuous learning and professional development.

• Industry Expertise - Experience in a fast-paced, high-volume IT support environment with a strong customer service focus, supporting helpdesk and/or Tier II functions. Proven ability to troubleshoot hardware, software, and connectivity issues across desktops, laptops, mobile devices, and peripherals. Familiarity with IT service management tools for tracking and resolving incidents

• Process Management (IT) - Ability to manage multiple priorities while communicating effectively with non-technical users and collaborating with cross-functional IT teams. Demonstrates strong process discipline, including documenting, maintaining, and following established policies and procedures. Ensures accuracy of documentation across asset management, inventory, tickets, knowledge base articles, and user instructions, while adhering to security and operational standards.

• Technical Knowledge - Working knowledge of Windows operating systems, Active Directory (user provisioning and access), DNS, DHCP, VPN, and general network troubleshooting. Strong troubleshooting skills with end-user systems and common business applications, including Google Workspace and Microsoft Office, etc.

• Customer Focus - Listens, comprehends, and relates with customers in an impartial, unbiased yet effective and balanced manner; shows empathy and asks appropriate questions while building and maintaining customer satisfaction with the products and services offered by the organization; provides excellent and timely service to internal and external customers either in-person, over the phone, or via email.  Maintains a professional and positive attitude.

• Research Mindset - Seeks out and researches information effectively to identify opportunities to solve new and unfamiliar problems.  Adept at database mining, assessing internal/external repositories, utilizing a network, asking good questions, and developing a plan with goals and outcomes.  Strikes an appropriate balance between the thirst for knowledge and time management.  Good retention and ability to apply learning to a future set of parameters.

• Accountability - Takes ownership for completing all the steps within a problem/project as well as addressing any follow-up necessary.  Takes initiative without waiting to be directed, exhibits a willingness to take on additional tasks, and completes them as requested and until the job is done. Takes ownership of mistakes and learns from them rather than makes excuses.

• Solution Provider - Efficiently identifies, determines causes, proposes, and implements solutions to solve problems in the workplace.  Balances the needs of different people in a solution to a problem.  Meets the needs of different constituents in the solution of a problem.

• Planning and Prioritization - Manages competing demands by effectively organizing issues by relevance considering operational objectives and customer service excellence.  Excellent time management, planning, scheduling, and coordination skills.  Is able to work in a highly structured environment and quickly adapts to changes in priorities or deadlines while maintaining a positive attitude.  Effectively navigates complex situations to ensure that tasks are completed on time and to a high standard.

• Communication Skills - Articulates thoughts and expresses ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to comprehend others' needs. Delivers information in person, in writing, and in a digital world.

Other Requirements

• Travel - Willing to travel up to 15% +/- of the time to various locations throughout the territory of Goodwill.  

• On Call -Participate in an on-call rotation, including nights and weekends, to support emergency retail and business needs.

• Moderate to Hard Physical Work - is regularly required to walk and frequently required to do manual labor.  The employee is occasionally required to stoop, kneel, or crouch and must occasionally lift and/or move up to 50 pounds.  Must use tools such as power drills, screwdrivers, and cabling tools (such as crimpers).

• Background Screening - All candidates must pass a pre-employment background check. Must have a valid driver’s license, up-to-date auto insurance, and a good driving record.

Benefits: Full-time employees may participate in a comprehensive benefits program that includes:

• Continuing education and leadership development as well as tuition reimbursement

• Comprehensive health plan

• Generous paid time off (PTO) and paid holidays

• Sabbatical and parental leaves

• Life, dental and vision insurance

• Short- and long-term disability plans

• Nationally recognized preventive health and wellness program

• Section 125 pretax health spending account, dependent care spending account, and premiums

• Retirement planning options with generous company % match

• Eligible for the Public Student Loan Forgiveness (PSLF) program

Mission and Values: click here

Goodwill Legacy is an EEO Employer/Vet/Disabled employer