Information Technology Help Desk Support

Goodwill TalentBridge; Des Plaines (IL); On-site; USD 32,000 - 45,000; Full time

Job summary

Goodwill TalentBridge in Des Plaines, IL seeks an IT Help Desk Associate to act as the primary contact for incidents and requests. You will evaluate problems, document solutions, and provide direct technical assistance on hardware and software issues.

Responsibilities include first-level support via phone, email, chat, and remote tools, accurate incident logging, and escalation when needed. The role covers LMS, MFA, authentication, and password resets, plus training and knowledge base

Qualifications

• Minimum of 3 years of experience in IT support, help desk, desktop support, or a related technical role.
• 3 years of experience with operating ticketing systems.
• Excellent communication, documentation, and problem-solving skills.
• Ability to manage multiple priorities and work independently or in a team.

Responsibilities

• Provide first-level technical assistance to internal users via phone, email, chat, remote tools, or in person.
• Log incidents and service requests in the ticketing system and follow up until resolution.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Support LMS, MFA, authentication systems, and password reset requests.
• Assist in training student employees on support procedures and routing calls.

Skills

Troubleshooting

Customer service

Documentation

Communication

Education

Associate's or Bachelor's degree in IT/CS (preferred)

Tools

Ticketing system

Job description

Goodwill TalentBridge is hiring for an IT Help Desk Associate

Location: Des Plaines, IL

Pay Rate: $28.00 per hour

Schedule: Monday-Friday, 7:45 AM - 3:45 PM

Job Type: Contract (anticipated through at least December 2026)

Job Summary

Function as a primary contact for Help Desk incidents and requests. Evaluate technical problems, initiate, track, and document solution processes, and provide direct technical assistance on hardware and software issues.

• ResponsibilitiesProvide first-level technical assistance to internal users via phone, email, chat, remote support tools, or in person as needed.
• Log all incidents and service requests accurately within the ticketing system, maintaining clear communication and follow-up until resolution or hand-off to the appropriate support team.
• Maintain accurate records of customer interactions and support activities.
• Diagnose and resolve hardware, software, and network connectivity issues.
• Support learning management systems (LMS), multifactor authentication (MFA), authentication systems, and password reset requests.
• Document solutions and troubleshooting steps.
• Escalate complex support issues when appropriate.
• Ensure accurate data collection and documentation during initial triage prior to escalation.
• Contribute to internal IT knowledge base articles and standard operating procedures to enhance efficiency and consistency.
• Exercise discretion when handling confidential information, user credentials, and sensitive data.
• Adhere to applicable data privacy and security requirements, including FERPA regulations.
• Assist with software and hardware testing, installation, deployment, and troubleshooting.
• Work across the organization to identify and resolve technology-related challenges and opportunities.
• Assist in training student employees on phone support procedures, customer service best practices, and routing calls to appropriate departments.
• Provide customer assistance by answering general organizational questions and directing inquiries appropriately.
• Provide hands-on support for events, including technology setup, troubleshooting, breakdown, and other event-related duties.
• Support additional locations as needed for major events and technology initiatives.
• Perform other job-related duties as assigned.
• Additional Associate-Level ResponsibilitiesProvide second-level technical assistance to internal users via phone, email, chat, remote support tools, or in person as needed.
• Act as a backup operator when required.
• Serve as a liaison to other IT teams and perform initial triage for complex systems, including Student Information Systems (SIS), recruitment systems, learning management systems, audio/visual technologies, collaboration tools, and other enterprise technologies.
• Provide one-on-one and small-group training related to supported technologies.
• Review and approve IT knowledge base articles and standard operating procedures.
• Assist with hardware and software evaluation, selection, testing, installation, and troubleshooting.
• QualificationsMinimum of 3 years of experience in IT support, help desk, desktop support, or a related technical role.
• 3 years of experience with operating ticketing systems
• Strong troubleshooting skills with hardware, software, network connectivity, and user authentication issues.
• Experience supporting end users in a customer-focused environment.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred, but not required.
• Excellent communication, documentation, and problem-solving skills.
• Ability to manage multiple priorities and work effectively both independently and as part of a team.