Senior Help Desk Technician
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Job Location:
Springfield, VT - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
- Application Deadline: March 28 2026
- Springfield
- On-site
Job Description
Overview
The Senior Help Desk Technician will provide front-line technical support for a large enterprise-level web application used by the State of Illinois. This role is responsible for diagnosing and resolving Tier 1 technical issues collecting information for escalation to Tier 2 teams and creating documentation to improve the efficiency of help desk operations. The ideal candidate will have strong customer service skills technical troubleshooting experience and the ability to communicate clearly with users of varying technical backgrounds.
Key Responsibilities
Serve as the primary point of contact for end users requiring support for the IDPH web application.
Diagnose troubleshoot and resolve Tier 1 technical issues related to application functionality login/access problems system navigation and basic configuration.
Guide users through step-by-step solutions with patience and professionalism.
Gather detailed information needed for efficient escalation to Tier 2 technical teams.
Document symptoms error messages steps to reproduce user environment details and preliminary troubleshooting actions.
Follow escalation protocols to ensure timely resolution of complex issues.
Create and maintain help desk documentation including standard operating procedures troubleshooting guides and FAQs.
Provide clear concise and empathetic communication to end users.
Maintain high customer satisfaction through timely and professional interactions.
Manage incoming requests via phone email and ticketing systems.
rack and monitor open tickets ensuring progress and timely closure.
Suggest improvements to help desk operations based on recurring patterns.
Required Experience:
Senior IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
About the company 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 gove ... View more
