IT Helpdesk - Des Plaines, IL

Publish Date: 9/14/2026
Req Number: 127983
City: Des Plaines
State: IL
Zip Code: 60016

Description

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.
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.
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Equal Opportunity Employer