Site Operations Support Specialist

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.

Title: Site Operations Support Specialist
Location: Multiple Evergreen Goodwill Stores & Facilities
Department: IT (Information Technology)
Reports to: Enterprise Infrastructure Manager
Supervises: None
FLSA Status: Salaried Exempt
Salary Range: $61,000 - $72,000

About the Position

The Site Operations Support Specialist is the on-site tech champion for stores and facilities within EGNW region, providing hands-on, immediate support for warehouse operations, production automation systems, POS, and the technology that powers donation processing, inventory management, and distribution workflows.

This fast-paced, collaborative role is ideal for curious problem-solvers who want to learn, grow, and shape how our systems work-you'll partner with warehouse, store & production teams and the central IT group to keep everything running smoothly, contribute to our digital transformation and automation efforts, and turn real-world challenges into practical solutions.

Essential Duties and Responsibilities include the following. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

On-Site Technical Support

• • Serve as the primary on-site technology support contact for all store & facility operations
  • Provide immediate response to hardware and software issues affecting operations
  • Troubleshoot and resolve issues with mobile devices, barcode scanners, tablets, POS and handheld terminals
  • Support network connectivity, Wi-Fi, and communication systems throughout the facility
  • Coordinate with central IT team for complex technical issues requiring escalation

Production Systems Support

• • Support technology components of production automation systems including conveyor controls and sorting equipment
  • Troubleshoot integration issues between warehouse management systems and production hardware
  • Monitor system performance and proactively identify potential technology bottlenecks
  • Support implementation and testing of new production automation technologies
  • Document system configurations and operational procedures for production equipment

Warehouse Management System (WMS) Support

• • Provide front-line support for D365 Advanced WMS and related warehouse applications
  • Train staff on WMS functionality and mobile device operations
  • Support inventory management processes and system integrations
  • Troubleshoot data synchronization issues between warehouse systems and central D365
  • Assist with WMS configuration changes and system updates

Hardware & Infrastructure Maintenance

• • Maintain inventory of technology equipment including mobile devices, scanners, printers, and networking equipment
  • Perform routine maintenance on technology hardware
  • Coordinate vendor support and warranty repairs for facility technology equipment
  • Support installation and configuration of new technology equipment
  • Monitor and maintain backup systems and redundant technology infrastructure

User Training & Documentation

• • Provide hands-on training to warehouse, store & production staff on technology systems
  • Create and maintain user guides and troubleshooting documentation
  • Support new employee onboarding with technology orientation and training
  • Develop standard operating procedures for common technology tasks and processes

Project Support & Collaboration

• • Support technology projects including system rollouts and equipment installations
  • Collaborate with production automation team on technology integration initiatives
  • Participate in emergency response procedures and business continuity planning
  • Coordinate with facilities management on technology infrastructure needs

Position Requirements Qualifications under the Americans with Disabilities Act (ADA)

To successfully perform this job, individuals must be able to complete each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Education

• • Associate's degree in Information Technology, Computer Science, Electronics, or related technical field, or equivalent work experience
  • Industry certifications (CompTIA A+, Network+, or similar) preferred

Experience

• • 3+ years of experience in technical support, preferably in warehouse, manufacturing, or production environments
  • Experience supporting warehouse management systems, inventory systems, or production automation preferred
  • Hands-on experience with mobile devices, barcode scanning systems, and warehouse technology
  • Experience with Microsoft Dynamics 365, WMS systems, or similar enterprise applications preferred
  • Background in industrial or warehouse operations technology support strongly preferred

Technical Skills

• • Hardware Expertise: Mobile devices, barcode scanners, industrial tablets, printers, networking equipment
  • Systems Knowledge: Windows operating systems, basic networking, Wi-Fi troubleshooting
  • Applications: Experience with warehouse management systems, inventory applications, and business software
  • Industrial Systems: Understanding of production automation, conveyor systems, and industrial controls preferred
  • Database Skills: Basic SQL and database troubleshooting capabilities
  • Remote Support: Experience with remote support tools and ticketing systems

Core Competencies

• • Strong hands-on troubleshooting skills with ability to work independently
  • Excellent problem-solving abilities in fast-paced operational environments
  • Strong communication skills with ability to support non-technical warehouse staff
  • Physical capability to work in warehouse/production environments
  • Ability to learn new technologies quickly and adapt to changing systems
  • Customer service orientation with focus on minimizing operational disruptions
  • Understanding of warehouse operations, inventory management, and production workflows
  • Ability to work collaboratively with operations staff and central IT team

Certificates, Licenses, or Registrations:

• • Must have valid WA State driver's license and proof of good driving record.

Physical Abilities

• • Ability to work in warehouse/production environment with varying temperatures, noise levels, and physical demands
  • Capability to lift and carry technology equipment weighing up to 50 pounds
  • Ability to climb ladders, work at heights, and access equipment in industrial settings
  • Manual dexterity for working with small electronic components and cabling
  • Visual acuity for reading system displays, documentation, and troubleshooting equipment
  • Ability to stand, walk, and move for extended periods
  • Able to communicate effectively both verbally and written.
  • Maintain reliable attendance.

Work Environment

• • Primary location: Various stores and facilities within EGNW's region
  • Environment: Warehouse/production setting with industrial equipment, conveyor systems, and varying noise levels
  • Schedule: Standard business hours with occasional after-hours support for system maintenance
  • Travel: Routine travel to EGNW locations for training or project support
  • Safety: Adherence to facility safety protocols and personal protective equipment requirements

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 Assistance Program (EAP)
• 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.

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.

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