Help Desk Support Specialist

Alert IT Solutions Inc; Chicago (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

Alert IT Solutions Inc in Chicago, IL is seeking a Help Desk Specialist to be the first point of contact for user issues and questions, providing timely assistance across phone, email, and ticketing channels.

You will troubleshoot enterprise applications, manage tickets, monitor SLAs, and contribute to knowledge base documentation while collaborating with IT teams in a fast-paced SaaS environment.

Qualifications

• 3+ years in Help Desk or Customer Support.
• 3-5 years of Application Support experience.
• Experience supporting business applications.
• Experience troubleshooting enterprise or SaaS applications.
• Strong customer service and communication skills.
• Basic application troubleshooting skills.
• Experience using ticketing systems.
• Ability to work independently and as part of a team.
• Good problem-solving and analytical skills.

Responsibilities

• Serve as the first point of contact for user issues and questions.
• Respond to support requests through phone, email, and ticketing systems.
• Create, track, and update support tickets.
• Troubleshoot application, login, and access issues.
• Assist users with claims, documents, reports, and portal usage.
• Escalate complex issues to technical teams.
• Support user account creation, updates, and deactivation.
• Maintain support documentation and knowledge articles.
• Ensure incidents are resolved within defined SLAs.
• Support system training and user adoption activities.
• Generate service desk and support reports.

Skills

Help Desk experience

Application Support

Customer Service

Communication Skills

Ticketing Systems

Independent worker

Team collaboration

Analytical skills

Tools

ServiceNow

Job description

Key Responsibilities

• Serve as the first point of contact for user issues and questions.
• Respond to support requests through phone, email, and ticketing systems.
• Create, track, and update support tickets.
• Troubleshoot application, login, and access issues.
• Assist users with claims, documents, reports, and portal usage.
• Escalate complex issues to technical teams.
• Support user account creation, updates, and deactivation.
• Maintain support documentation and knowledge articles.
• Ensure incidents are resolved within defined SLAs.
• Support system training and user adoption activities.
• Generate service desk and support reports.

Required Skills

• 3+ years of Help Desk or Customer Support experience.
• 3-5 years of Application Support experience.
• Experience supporting business applications.
• Experience troubleshooting enterprise or SaaS applications.
• Strong customer service and communication skills.
• Basic application troubleshooting skills.
• Experience using ticketing systems.
• Ability to work independently and as part of a team.
• Good problem-solving and analytical skills.

Preferred Qualifications

• ITIL Foundation certification.
• Experience with ServiceNow.
• Experience with SaaS platforms.
• Experience supporting government or public sector applications.