Tier 1 Help Desk / Application Support Specialist

Alert IT Solutions Inc. Awarded Multi-Year, Multi-Million Dollar Contract by State of Illinois for IT Professional Services

Established in 1994, Alert IT Solutions, Inc. is a trusted leader providing specialized IT project resourcing, and consulting services to government agencies in the State of Illinois. With over 25 years of relevant experience in the Information Technology industry, Alert IT Solutions, Inc. has built enduring relationships with State of Illinois agencies.

Please learn more about us onwww.alertitsolutions.com

Job Title:Tier 1 Help Desk / Application Support Specialist

Location:Alert IT Solutions Inc. 6900 Main Street, Suite 204, Downers Grove, IL (Onsite)

Client:Illinois Department of Public Health (IDPH)

Overview

Support a Critical Public Health System for the State of Illinois

Alert IT Solutions Inc. is seeking aTier 1 Help Desk / Application Support Specialistto support theIllinois Department of Public Health (IDPH)on theLong-Term Care Licensing System (LLCS)project.

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

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

What You Will Do

As aTier 1 Support Specialist, you will serve as thefirst point of contact for system users, ensuring they receive timely assistance and positive support experience.

Responsibilities include:

• ProvideTier-1 help desk supportfor the LLCS application portal
• Assist users with:
• System login and access issues
• Navigating the application portal
• Submitting licensing information
• Uploading documents and completing workflows
• Searching and updating facility records
• Troubleshoot basic application issues and user errors
• Document and track issues in aticketing system
• Escalate complex technical issues toTier-2 / Tier-3 support teams
• Create and maintainknowledge base articles and user guides
• Communicate professionally withIDPH staff and external facility users

Required Qualifications

• 5+ years of Help Desk / Application Support experience
• Experience supportingweb-based applications
• Strongcustomer service and communication skills
• Experience usingticketing systems(ServiceNow, Jira, Zendesk, etc.)
• Ability to document issues and troubleshooting steps clearly

Preferred Qualifications

• Experience supportingSalesforce applications
• Familiarity withOkta or identity management systems
• Experience supportinggovernment or healthcare applications
• Experience writinguser documentation or knowledge base articles