Specialist II, IT Support & Telecom

Applications Due By August 14th, 2026

Goodwill of Colorado

    Job Description

Pay: $60,000/year

Schedule: Monday-Friday, 8am-4pm

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.

JOB SUMMARY:

The Specialist II, Information Technology (IT) Support and Telecommunications (Telecom), primarily serves as a hybrid on-site technology analyst and telecommunications support resource for staff, teachers, and students at the Goodwill of Colorado Excel Center, Clean Tech program (Iliff location), and corporate offices (Federal Location).

This role acts as a point of contact for technical and telecom issues including voice systems, connectivity, and telecom infrastructure, and ensures timely resolution or escalation while delivering a high-quality support experience. 

 

ESSENTIAL FUNCTIONS:


* Provide Tier 1 telecommunications support, including troubleshooting desk phones, VoIP/softphone clients, and voice connectivity issues for staff and program locations.


* Troubleshoot computers, audio visual (A/V) equipment, peripherals, and phones.


* Support facility-specific technology (classroom, retail POS environment, or program-site systems) as assigned.


* Support student and staff account setup, access troubleshooting, password resets, onboarding, and offboarding activities.


* Provide basic support and escalation coordination for education platforms, including business applications and site-specific line-of-business systems.


* Assist with classroom technology readiness, including displays, projectors, conferencing equipment, printers, shared lab devices, and distance learning tools.


* Enter and track service desk tickets for all support requests.


* Maintain inventory of staff and student devices and lab equipment.


* Manage device checkout/check-in, inventory accuracy, recovery tracking, and lifecycle support for end-user account setup, access troubleshooting, onboarding/offboarding.


* Assist with annual inventory and reporting.


* Perform routine technology health checks (network, printers, devices).


* Act as liaison between on-site users and IT service desk teams.


* Document recurring issues, contribute to knowledge base articles, and follow Goodwill of Colorado-specific standard operating procedure (SOPs) and escalation procedures.


* Support provisioning and configuration of phone extensions, voicemail accounts, and telecom user accounts under guidance of senior IT/Telecom staff.


* Log and track telecom trouble tickets; coordinate with carriers or vendors for circuit or service outage escalations.


* Perform basic inspection and labeling of telecom cabling, patch panels, and telecom closet equipment; report issues for escalation.


* The incumbent must be adept with reprioritizing responsibilities depending on the needs of the depa...