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 determined. 

• Perform preventative maintenance, including checking and cleaning of servers, data closets, and other IT equipment as needed.

• Test fixes to ensure the problem has been adequately resolved.

• Perform post-resolution follow-ups with Level I Technicians as required.

• Develop help sheets and FAQ lists for end users.

• Contribute to technician knowledge base and training as needed.

• Reinforce SLAs to manage end-user expectations.

• Provide suggestions for continual improvement.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.

• Certification in ITIL, ITSM, or Microsoft products a plus. 

Experience:

• Knowledge of advanced computer hardware, including POS systems.

• Experience with desktop operating systems, including Windows and Mac OS.

• Extensive application support experience with Microsoft Suite, 

• Working knowledge of a range of diagnostic utilities.

• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

• Strong documentation skills.

Other:

• Ability to conduct research into a wide range of computing issues is required.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly, business-friendly, and technical language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment.

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses. 

Goodwill participates in E-Verify.  For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify.

 We promote a Safe & Drug-free Workplace.

Physical Requirements

Attachment to Job Description

Job Title: 781 – Service Desk Technician POS L2             Dept Number: 9300

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Guide to Physical Requirements:

• Continuously (5-8 hours)

• Frequently (3-4 hours)

• Occasionally (1-2 hours)

• Never

LIFTING: (as defined by ADA)

   Heavy: 45 lbs & over - Occasionally

   Moderate: 15-44 lbs - Occasionally

   Light: 14 lbs & under - Frequently

CARRYING:

   Heavy: 45 lbs & over - Occasionally

   Moderate: 15-44 lbs - Occasionally

   Light: 14 lbs & under - Frequently

PUSHING/PULLING - Frequently

REACHING:

   Above Shoulder - Occasionally

   At Shoulder - Frequently

   Below Shoulder - Frequently

TWISTING - Frequently

BENDING - Frequently

KNEELING/CRAWLING - Occasionally

 CLIMBING:

   Use of legs only (stairs) - Occasionally

   Use of arms & legs (ladders) - Occasionally

HEARING - Continuously

VISION:

   Visual, close - Continuously

   Visual, distant - Continuously

   Visual, depth perception - Continuously

HANDS/FINGERS:

   Simple grasping - Continuously

   Fine Manipulation - Continuously

   Repetitive Movements - Continuously

WALKING - Frequently

STANDING - Continuously

SITTING - Continuously

SPEAKING - Continuously

OTHER, please describe – driving