Tier 1 Help Desk / Application Support Specialist Job at Alert IT Solutions, Downers Grove, IL

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  • Alert IT Solutions
  • Downers Grove, IL

Job Description

Responsibilities include:
  • Provide Tier-1 help desk support for the LLCS application portal
  • Assist users with:
  • System login and access issues
  • Navigating the application portal
  • Submitting licensing information
  • Uploading documents and completing workflows
  • Searching and updating facility records
  • Troubleshoot basic application issues and user errors
  • Document and track issues in a ticketing system
  • Escalate complex technical issues to Tier-2 / Tier-3 support teams
  • Create and maintain knowledge base articles and user guides
  • Communicate professionally with IDPH staff and external facility users
Required Qualifications
  • 5+ years of Help Desk / Application Support experience
  • Experience supporting web-based applications
  • Strong customer service and communication skills
  • Experience using ticketing systems (ServiceNow, Jira, Zendesk, etc.)
  • Ability to document issues and troubleshooting steps clearly
Preferred Qualifications
  • Experience supporting Salesforce applications
  • Familiarity with Okta or identity management systems
  • Experience supporting government or healthcare applications
  • Experience writing user documentation or knowledge base articles

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