Technical Support Specialist

Goodwill Talent Bridge is hiring for a Technical Support Associate

Location: Des Plaines, IL

Pay Rate: $28.00/hour

Schedule: Monday-Friday

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

Duration: Contract role through at least December 2026

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.

• 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.

• 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.

• 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)

• 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