Tier 1 Help Desk - Application support specialist

Downers Grove, IL, US • Posted 16 hours ago • Updated 15 hours ago

Full Time

No Travel Required

On-site

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

Tier 1 Help Desk
Application Support
Licensing
Public Health
Salesforce.com
Web Applications
communication skills
ticketing system
Cloud Computing
Customer Service
JIRA
Knowledge Base
Regulatory Compliance
ServiceNow
Workflow
Writing

Summary

Alert IT Solutions Inc. is seeking a Tier 1 Help DEsk / Application support speciaist to support the Illinois Department of Public Health (IDPH) on the Long Term Care Licesing System (LLCS) project.

Support a crutical Publkic Health System for the state of Illinois.

The LLCS system is a Salesforce-based cloud platform integrated with Okta, used by IDPH staff and licensed long-term care facilities, across illinois to mange licensing, compliance and facility information.

The role is ideal for someone who enjoys helping users, troubleshooting web applications, and working in a mission-driven public sector environment.

What you will do?

As a tier 1 Support Specialist, you will serve as the first point of contact for system users, ensuring they receive tiemly assistance and a positive support experience.

Responsibilities

Provide Tier-1 help desk support for the LLCS application portal
Assist users with: - System login and access issues; navigating the application poretal; submitting licensing information; uploading documents and completing workflows; searching and updating facility records
Troubleshooting 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 aricles and user guides
Communicate professionally with IDPH staff and externla faciity 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, Zenndesk etc).
Ability to document issues and trouble shooting steps clearly

Preferred Qualifications

Experience supporting salesforce applications
Familiarity with Okta or identty mnagement sytsems
Experience supporting government or healthcare applications
Experience writing user documenttaion or knowledge base articles

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10221455
Position Id: Tier 1 HD
Posted 16 hours ago

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