Help Desk Agent

This position performs primary Help Desk duties that include providing support to internal and external users with simple software and program related issues. Works as part of a team to provide support and customer service to end users through multiple channels, including email requests and phone calls received on Agency posted mainlines. Provides support to users regarding password resets and retrievals. Works with a multi-queue phone software system and ticketing system to answer calls received from multiple Agency lines and document support provided. This position reports to a Supervisor.

Duties and 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.

Required Qualifications

• Associate's degree or High School Diploma with a combination of two years of education, training, and/or experience relating to the duties of this position. (COPY OF TRANSCRIPTS REQUIRED AT TIME OF APPLICATION)
• 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 speak with clarity and correctness.
• Demonstrated ability to research, problem solve, and resolve issues quickly, making decisions based on sound logic.
• Demonstrated ability to calmly handle challenging requests and demands from customers.
• Active listening skills with ability to remain calm and respond professionally when presented with opposing views or perspectives.
• Ability to work independently, yet quickly assimilate into a team atmosphere to participate on group assignments.
• 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 proficiency in simultaneously thinking, talking, and typing while on phone with callers.
• Capable of quickly learning and retaining knowledge on new tools, trends, programmatic changes, and new technologies.

Preferred Qualifications

• Associate's degree in Communications, Public Affairs, Public Administration, Business Administration, Computer Science or similar field.
• Experience assisting users with business applications, Help Desk ticketing systems, and information systems in a professional environment.
• Working knowledge of computer operating systems such as Windows.
• Working knowledge of and experience with any specific Help Desk application or software related to work functions that serve as a tickler system or monitor progress and require frequent updates.