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 on www.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 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 include:

• 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

Required Qualifications

• 5+ years of Help Desk / Application Support experience
• Experience supporting web-based applications
• Strong customer service and communication skills
• Experience using ticketing systems (ServiceNow, Jira, Zendesk, etc.)
• Ability to document issues and troubleshooting steps clearly

Preferred Qualifications

• Experience supporting Salesforce applications
• Familiarity with Okta or identity management systems
• Experience supporting government or healthcare applications
• Experience writing user documentation or knowledge base articles