IT Dispatch Technician

Role Objective

We are seeking a full-time IT Dispatch Technician to join our team on-site in Elkhart, IN. To provide dedicated technical support for Goodwill’s Donated Goods Retail operations across Northwest Indiana. This role involves maintaining, troubleshooting, and upgrading onsite technology at retail and donation center locations. Support is delivered through ticket requests, phone calls, or assigned tasks. The ideal candidate will have strong technical expertise, a proactive mindset, and a commitment to continuous learning and outstanding customer service, while upholding Goodwill’s core values and mission

In addition, embodies the Goodwill Mission to: “Empower people to achieve their most abundant life” and upholds the Company Core Values of: Relentless Pursuit of Excellence, Customer First Mindset, Humble Confidence, Passion for Mission, and Do the Right Thing.

Essential Job Functions:

• Manage and resolve assigned support tickets, providing timely updates and detailed documentation throughout the process.
• Prepare, configure, test, and deploy computer equipment and related technology, including imaging systems and software installations.
• Install and configure software and security settings tailored to end user needs.
• Provide hands on support for PCs, laptops, tablets, credit terminals, point of sale systems, and printers at retail and donation center locations.
• Offer orientation and guidance to end users on operating new hardware and software.
• Organize and schedule upgrades and maintenance to minimize user downtime.
• Troubleshoot and resolve basic technical issues for both local and remote users.
• Collaborate with vendors and IT staff to address and resolve onsite technical problems.
• Maintain accurate inventory records of technology equipment and update documentation, including photos of equipment rooms.
• Label or relabel offsite equipment during service visits to ensure proper identification.
• Neatly run, terminate, and test network cables as needed.
• Assist with receiving deliveries, unpacking equipment, managing stock rooms, and disposing of packaging materials.
• Contribute to the knowledge base by creating and updating technical articles and standard operating procedures.
• Availability for emergency on call support.
• Other duties as assigned by supervisor.

Qualifications:

• Strong problem-solving, communication, and customer service skills
• Proficient in IT troubleshooting across hardware, software, and network issues
• Solid understanding of networking, Windows OS (Desktop & IoT), Android, and iOS
• Experience with SharePoint, OneDrive, and general system maintenance
• Familiarity with ticketing systems and dispatch processes
• Strong organizational and time management skills with the ability to prioritize and meet deadlines
• Ability to work independently and collaboratively in a fast-paced, on-site environment
• Effective interpersonal skills for supporting diverse teams and end-users
• Associate’s degree in Information Technology (or equivalent experience)
• CompTIA A , Network , or similar certifications are a plus
• Willingness to travel across Northern Indiana, northeastern Illinois, and southwest Michigan
• Reliable transportation, valid driver’s license, and proof of insurance required
• Ability to pass a criminal background check and drug screening
• Regular in-office attendance required

• Authorized to work in the United States.
• Flexible availability.
• Able to frequently bend, twist, reach above shoulder level, push and pull, crouch or stoop, kneel, repetitively use feet, and use head and neck in a twisting or static motion and to look up and/or down, and lift and/or move up to 50 lbs.