Help Desk Support Specialist

Illinois State Board of Education; Illinois; On-site; USD 50,000 - 78,000; Full time

Job summary

Illinois State Board of Education in Springfield, IL seeks a Help Desk Agent (Consultant #1424) to provide frontline IT support, including password resets and ticketing via agency systems. You will join the Technology Support & Infrastructure department and assist educators and staff with software issues.

The role requires strong customer service, clear communication, and the ability to multitask across several platforms.

Qualifications

• Associate's degree or high school diploma with related experience.
• Two years of basic customer service experience with at least six months of technical support.
• Experience with multi-phone line systems and receptionist duties.
• Excellent oral, written, and interpersonal communication.
• Ability to research, problem solve, and resolve issues quickly.

Responsibilities

• Provide frontline Help Desk support for internal and external users.
• Assist with password resets and account issues for ELIS/IWAS stakeholders.
• Create, update, escalate, and close Help Desk tickets.
• Respond to requests via email, mainlines, and phone with professionalism.
• Attend training for new agency systems and participate in meetings.

Skills

Customer service

Communication skills

Problem solving

Multi-tasking

Team collaboration

Education

Associate's degree or high school diploma

Tools

Help Desk ticketing system

Multi-line phone system

IWAS

ELIS

Job description

Illinois State Board of Education in Springfield, IL seeks a Help Desk Agent (Consultant #1424) to provide frontline IT support, including password resets and ticketing via agency systems. You will join the Technology Support & Infrastructure department and assist educators and staff with software issues.

The role requires strong customer service, clear communication, and the ability to multitask across several platforms.