Tier 1 Help Desk Support
About The Position
Support a Critical Public Health System for the State of Illinois Alert IT Solutions Inc. is seeking a Tier 1 Help Desk / Application Support Specialist to support the Illinois Department of Public Health (IDPH) on the Long-Term Care Licensing System (LLCS) project. The LLCS system is a Salesforce-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 enjoys helping users, troubleshooting web applications, and working in a mission-driven public sector environment. What You Will Do As a Tier 1 Support Specialist, you will serve as the first point of contact for system users, ensuring they receive timely assistance and positive support experience.
Responsibilities
- Provide Tier-1 help desk support for 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 a ticketing system
- Escalate complex technical issues to Tier-2 / Tier-3 support teams
- Create and maintain knowledge base articles and user guides
- Communicate professionally with IDPH staff and external facility users
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
