Help Desk Specialist – Tech Support & User Access

The Illinois Association of School Administrators; Springfield, Northern (IL, KY); Hybrid; USD 50,000 - 79,000; Full time

Job summary

The Illinois Association of School Administrators is seeking a Help Desk technician to provide first-line support to internal and external users, addressing simple software and program issues and password resets. You will work as part of a team, manage a multi-queue ticketing system, document actions, and communicate clearly with staff and educators, including ELIS and IWAS account related tasks.

This full-time position reports to a supervisor, participates in training and department meetings,

Qualifications

• Two years of customer service experience with at least six months providing technical Help Desk support.
• Six months of experience with multi-phone line telecommunication systems or receptionist duties.
• Excellent communication skills: oral, written, and interpersonal.
• Ability to research, problem solve, and resolve issues quickly.

Responsibilities

• Provide technical assistance to end users received through Agency posted mainlines.
• Follows established protocols for answering or transferring incoming calls.
• Provides support to Agency staff and external clients in resolving simple software and program related issues.
• Responds directly to a wide range of requests for technical assistance received by the Help Desk.
• Responsible for creating, updating, escalating, and closing Help Desk tickets.
• Responsible for reporting technical errors to senior Help Desk staff for resolve.
• Provides support to educators regarding ELIS account creation and password resets.
• Assists end users in IWAS with account setup, password resets, profile updates, and new system access requests.
• Directs Agency staff to appropriate on-line resources regarding self-service password resets and unlocking accounts.
• Attends training as required for new Agency systems to learn system functions from an end user's perspective and learn the basic rules/operations and the underlying program to better assist end users.
• Participates in monthly department meetings providing insight and perspectives in new Agency policies, changes, and protocols along with departmental changes.
• Represents Help Desk in Agency meetings.
• Provides other duties as assigned.

Skills

Communication skills

Customer service

Problem solving

Multi-tasking

Independent work

Team collaboration

Active listening

Technical aptitude

Education

Associate's degree or high school diploma

Associate's degree in Communications/ Public Affairs/ Public Administration/ Business Administration/ Computer Science (preferred)

Tools

Help Desk ticketing systems

IWAS

ELIS

Windows OS

Job description

The Illinois Association of School Administrators is seeking a Help Desk technician to provide first-line support to internal and external users, addressing simple software and program issues and password resets. You will work as part of a team, manage a multi-queue ticketing system, document actions, and communicate clearly with staff and educators, including ELIS and IWAS account related tasks.

This full-time position reports to a supervisor, participates in training and department meetings,