Technical Support Specialist

Goodwill TalentBridge; Des Plaines (IL); On-site; USD 33,000 - 44,000; Full time

Benefits offered by this job

Two shifts to choose from

Contract through December 2026

Job summary

Goodwill TalentBridge is seeking an experienced IT Technical Support Associate in Des Plaines, IL. The role provides front-line to second-line technical support for faculty, staff, and students, handling hardware, software, OS, and network issues.

You will document incidents, assist with password resets and MFA, and help with classroom and lab tech. This is a contract through at least December 2026 with two shift options and a Monday–Friday schedule.

Qualifications

• Strong troubleshooting across Windows OS, hardware, software, and basic networking.
• Excellent communication, problem-solving, and customer service skills.
• Ability to prioritize multiple tasks and work independently in a fast-paced environment.
• Experience providing both remote and hands-on technical support.

Responsibilities

• Provide first- and second-level technical support to faculty, staff, and students via phone, email, chat, remote tools, and in-person.
• Troubleshoot and resolve hardware, software, OS, printer, and network issues.
• Manage incidents and service requests through a ticketing system (TDX).
• Support user account administration, password resets, MFA, and access requests.
• Install, configure, maintain, and troubleshoot desktops, laptops, peripherals, and apps.
• Assist with classroom and lab technology support.
• Escalate complex issues to appropriate teams and ensure follow-up.
• Create and maintain technical documentation and SOPs.
• Assist with deployments, upgrades, testing, and IT projects.
• Maintain confidentiality and security standards; deliver excellent customer service.

Skills

Troubleshooting

Communication

Multitasking

Independence

Remote support

Education

Associate/Bachelor's degree preferred

Tools

TDX ticketing system

Job description

Goodwill TalentBridge is hiring for a Technical Support Associate

Location: Des Plaines, IL

Pay Rate: $28.00/hour

Schedule: Monday-Friday

Available Shifts

• 1st Shift: 7:45 AM - 3:45 PM
• 2nd Shift: 1:00 PM - 9:00 PM

Duration: Contract role through at least December 2026

Position Summary

We are seeking an experienced IT Technical Support Associate to provide technical assistance and support for end users in a dynamic educational environment. This role serves as a primary point of contact for technology-related issues, delivering exceptional customer service while troubleshooting hardware, software, network, and account-access concerns. The ideal candidate is a strong communicator with hands‑on technical experience and a passion for helping users resolve technology challenges efficiently.

Key Responsibilities

• Provide first- and second-level technical support to faculty, staff, and students via phone, email, chat, remote support tools, and in-person assistance.
• Troubleshoot and resolve hardware, software, operating system, printer, and network connectivity issues.
• Manage, document, and track incidents and service requests through a ticketing system (TDX)
• Support user account administration, password resets, multifactor authentication (MFA), and access-related requests.
• Install, configure, maintain, and troubleshoot desktop and laptop computers, peripherals, and software applications.
• Assist with classroom, conference room, and computer lab technology support.
• Escalate complex issues to appropriate technical teams and ensure proper follow-up through resolution.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Assist with technology deployments, upgrades, testing, and IT-related projects.
• Maintain confidentiality and adhere to data privacy and security standards.
• Deliver outstanding customer service while supporting a diverse user community.

Required Qualifications

• Minimum 3 years of experience in IT support, technical support, help desk, desktop support, or related IT roles.
• Strong troubleshooting skills across Windows operating systems, computer hardware, software applications, and basic networking.
• Experience working with ticketing systems and incident management processes.
• Excellent communication, problem-solving, and customer service skills.
• Ability to prioritize multiple tasks and work independently in a fast-paced environment.
• Experience providing both remote and hands‑on technical support.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred but not required.
• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or similar are a plus.
• Experience supporting users within a college, university, healthcare, or enterprise environment.
• Familiarity with Active Directory, Microsoft 365, Mac, MFA, and learning management systems (LMS)

Why Join Us?

• Competitive pay at $28/hour
• Long‑term contract opportunity through at least December 2026
• Choice of two shifts to fit your availability
• Opportunity to work in a collaborative, customer-focused IT environment
• Gain valuable experience supporting a diverse user base and a wide range of technologies