About Evergreen Goodwill
Evergreen Goodwill of Northwest Washington is a 501(c)(3) nonprofit organization founded in 1923 that helps people get jobs across Northwest Washington by offering high-quality free job training, education and job placement. Goodwill empowers individuals to overcome barriers to working, by providing comprehensive support and connecting them with life changing job opportunities, ensuring they are career-ready and can support themselves and their families.
The organization employs over 2,000 people, operates five job-training centers, 23 nonprofit retail stores and more than 27 donation sites in King, Snohomish, Skagit, Whatcom and Kitsap Counties. Every day, Evergreen Goodwill connects people with the jobs, services and skills they need — because Jobs Change Lives. We are committed to creating and sustaining a culture of equity, diversity and inclusion (DEI) and are focused on creating a joyful, inclusive and successful organization.
Reports to: Sr. Manager, IT Services
Band: $65,000-73,000
Location: Seattle Administration, Hybrid - 3 days in office, 2 remote
We are hiring a System Administrator to serve as the Level 3 escalation point for our
service desk. You will resolve the most complex end-user, endpoint, and application
issues that Level 1 and Level 2 can't close, and handle the admin-level work that keeps our
stores and corporate users productive.
This is a strong fit for an experienced helpdesk or desktop support technician who is
ready to own the hardest tickets, set the standard for the team, and build toward a
systems engineering career.
- Own tickets escalated from Level 1 and Level 2, drive them to resolution, and
document root cause and fixes in the knowledge base - Troubleshoot complex Windows endpoint, application, printing, and peripheral issues,
including problems that span multiple users or sites - Handle day-to-day account and access work — user onboarding and offboarding,
Active Directory and Microsoft 365 accounts, group membership, password and MFA
resets, and license assignment - Manage endpoints through device management tooling: imaging and deployment,
software packaging, patch compliance, and policy assignment - Provide remote support to 24 retail locations, including point-of-sale, store devices,
and local connectivity issues, and coordinate on-site work when needed - Identify recurring issues and trends, propose fixes, and escalate infrastructure
problems to Systems Engineering with clear, well-documented handoffs - Mentor Level 1 and Level 2 technicians, review ticket quality, and write troubleshooting
guides and runbooks - Support infrastructure and identity projects with end-user rollout, testing, and
communication - Participate in scheduled maintenance windows and an on-call rotation
- Set the build, configuration, and operational standards the systems team works to. Write them down
- Review designs and significant changes before they reach production
- Define what "production-ready" means for infrastructure work, and hold work to it
- Work within enterprise architecture and change management standards, and help shape them
- Lead infrastructure projects: virtualization migration, identity rollout, endpoint modernization, store technology deployment
- Design and build, hands-on. This is not a review-only role
- Automate at the level of the environment, not just your own tasks — configuration management, provisioning, and infrastructure-as-code where it earns its place
- Own security posture within your domain: patching discipline, access model, hardening standards, and vulnerability response
- Own backup, restore verification, and disaster recovery testing. Prove the restores work
- Manage vendor relationships for platforms and hardware in your domain, including evaluation and selection input
- Own asset standards and lifecycle planning, and the budget input that follows from them
- Raise the capability of the systems engineering team through review, standards, and teaching
- Mentor Level I and II engineers, and be explicit with them about what reaching the next level requires
- Document your work so someone else can carry it
- 3+ years of helpdesk, desktop support, or service desk experience, including time
handling escalated or Tier 2/3 tickets - Strong Windows 10/11 troubleshooting skills across OS, applications, drivers, and
peripherals - Working knowledge ofActive Directory and Microsoft 365 administration — users,
groups, mailboxes, licensing, and basic Group Policy - Experience with endpoint management and remote support tools (Intune,
SCCM/ConfigMgr, or similar) - Networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting from
the endpoint side - Basic scripting for routine tasks — PowerShell preferred
- Clear written communication and a habit of documenting your work for others to
follow - Good judgment about what you can resolve on your own and what needs to go to
Systems Engineering
- Experience supporting multi-site or retail environments, including point-of-sale
systems - Exposure to Entra ID, SSO, conditional access, or MFA tooling
- Experience with ticketing, asset management, and knowledge base platforms
- Familiarity with Windows Server, virtualization, or backup tools
- Experience training or mentoring other technicians
- Relevant certifications (CompTIA A+, Network+, or Security+; Microsoft 365 or
Endpoint Administrator) or equivalent practical experience
Bachelor's degree in computer science, information technology, or a related field — or equivalent professional experience. Demonstrated work carries more weight than credentials.
Everyone Is Welcome
When you join Evergreen Goodwill, you join a truly vibrant community. We value the things that make us different and unique. From diverse international and ethnic backgrounds, to languages, identities, ages, orientations, and beyond, Evergreen Goodwill celebrates individual and cultural diversity.
Why work at Evergreen Goodwill?
A health plan that includes medical, dental, vision and prescription coverage
100% Employer-paid life, accidental death and dismemberment (AD&D), and long term disability insurance (for salaried employee)
Voluntary supplemental coverage for life, accident, illness, and short- and long-term disability
Flexible Spending Accounts (FSA) Plan
Roth and 403(b) Retirement Savings Plan program
Paid vacation, (9) holiday and sick time
Limited paid time off for Jury Duty and Bereavement Leave
Employee discounts
Employee referral bonus
Employee Assistance Program (EAP)
Mentorship Program
Career Advancement Opportunities
Paid Job Training
EEO Statement: Evergreen Goodwill of Northwest Washington is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, marital status, citizenship, military status, sexual orientation, gender identity, genetic information, veteran status, or other protected characteristics in accordance with applicable law. This policy applies to all aspects of employment, including hiring, compensation, benefits, and termination.
This document does not represent a contract of employment, and EGNW reserves the right to change this job description and/or assign tasks for the employee to perform, as EGNW may deem appropriate.
Evergreen Goodwill of Northwest Washington Seattle, Washington, USA Office
Seattle, WA, United States
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