Service Desk Technician POS L2

Applications due by February 16, 2026

Goodwill of Colorado

Job Description

Pay: $23 - $27 per hour

This position is eligible for Daily Pay!  Work today, get paid today! We’ve partnered with DailyPay, a voluntary benefit to offer employees access to their pay on their own schedule.

Work Schedule: Monday - Friday 8 AM to 5 PM

Full-Time position is eligible for Medical, Dental, Vision, Short Term Disability, Life/Accidental Death and Dismemberment, Flexible Spending Accounts, Long Term Disability, and several voluntary supplemental benefit offerings.  In addition, these positions are eligible for paid time off in the form of vacation, sick, holiday, floating holiday, jury duty, and bereavement leave.

All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan – must be 18 years of age to participate.

JOB SUMMARY:

The Service Desk Technician POS Specialist – Level II role is to ensure proper computer operation and maintenance so that end users can accomplish business tasks.

The role’s primary focus is on deploying, maintaining, and servicing Retail IT equipment.

This includes actively troubleshooting and resolving escalated end-user help requests within established SLAs.

Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level and onsite support throughout the organization.

ESSENTIAL FUNCTIONS:

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.

• Alert management to emerging trends in incidents, with a primary focus on retail IT equipment. 

Acquisition & Deployment

• Deploy hardware and software as needed using standard deployment tools and defined processes.

• Assist in software releases and rollouts according to change management best practices.

• Deploy and recover IT assets within the organization as needed and track withing the asset management software. 

Operational Management

• Assisting in providing Level I support when request volumes are high.

• Act as an escalation point for advanced or difficult incidents or service requests.

• Serve as an escalation point for advanced or challenging incidents or service requests concerning retail IT equipment.

• Build rapport with service desk customers.

• Escalate incidents with accurate documentation to suitable technician or vendor, when required.

• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

• Use remote tools and diagnostic utilities to aid in troubleshooting.

• Research solutions through internal and external knowledgebase as needed.

• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determ...