Help Desk Technician & End-User Support

Illinois State Board of Education; Springfield (IL); On-site; USD 38,000 - 52,000; Full time

Job summary

Illinois State Board of Education is seeking a Help Desk associate to provide frontline support to internal and external users, handling password resets, account issues, and basic software problems. You will work in a team using a multi-queue phone system and ticketing software to document resolutions.

The role emphasizes customer service, clear communication, and the ability to translate technical details for non-technical users, with opportunities to learn new systems like ELIS and IWAS.

Qualifications

• Associate's degree or High School Diploma with a combination of two years of education, training, and/or experience related to the duties of this position.
• Two years of basic customer service experience (in addition to education requirements) with at least six months of that time providing technical and/or Help Desk support with general software or application problems.
• Six months of experience with multi-phone line telecommunication systems or receptionist duties.
• Excellent communication skills: oral, written, and interpersonal.
• Ability to translate technical and complex information and instructions into common, user-friendly terms.
• Ability to multi-task, change priorities quickly, respond to continual incoming notifications, and remain organized throughout the day.
• Demonstrated ability to calmly handle challenging requests and demands from customers.
• Demonstrated proficiency in simultaneously thinking, talking, and typing while on phone with callers.

Responsibilities

• Provides 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 (Educator Licensure Information System) account creation and password resets.
• Assists end users in IWAS (ISBE Web Application Security System) 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

Customer service

Help desk support

Phone/telecom

Communication

Problem solving

Independent work

Education

Associate's degree or HS diploma with 2 years related experience

Tools

Ticketing system

Multi-line phone system

ELIS

IWAS

Job description

Illinois State Board of Education is seeking a Help Desk associate to provide frontline support to internal and external users, handling password resets, account issues, and basic software problems. You will work in a team using a multi-queue phone system and ticketing software to document resolutions.

The role emphasizes customer service, clear communication, and the ability to translate technical details for non-technical users, with opportunities to learn new systems like ELIS and IWAS.