Information Technology Help Desk Support

Goodwill Talent Bridge is hiring for an IT Help Desk Associate

Location:

Des Plaines, ILPay Rate: $28.00 per hour

Schedule:

Monday-Friday, 7:45 AM - 3:45 PMJob 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.

• Responsibilities
  Provide 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 Responsibilities
  Provide 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.
• 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
• 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.