IT Help Desk Associate: User Support & Tech Troubleshooter

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 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