End User Support Specialist

End User Support / Trainer

Joliet, IL (Onsite)

Contract

Position Overview

We are seeking an End User Support / Trainer to provide onsite assistance to state employees as they transition to and adopt a new system. The ideal candidate will have strong experience in end-user support, system navigation, training, coaching, and troubleshooting within a state government or enterprise environment.

This role will work closely with end users, project teams, the Command Center, and leadership to ensure employees have the knowledge and resources needed to effectively use the new system.

Key Responsibilities

• Provide daily onsite support to state employees using the new system.
• Answer end-user questions and provide hands-on coaching and guidance .
• Help users navigate the new system, support resources, and the online learning academy .
• Host drop-in office hours and other support sessions for end users.
• Review training materials with users and reinforce key system processes and functionality.
• Identify knowledge gaps and recurring user challenges that may require additional training or support.
• Recommend updates or modifications to existing training and support materials.
• Identify opportunities to improve end-user adoption and overall support .
• Escalate significant user issues and challenges to the Command Center and HFS leadership .
• Collaborate with project and support teams to communicate recurring issues and recommend solutions.
• Assist users in locating and effectively utilizing available training, documentation, and support resources.
• Maintain a strong customer-service focus while supporting users through the system transition.

Ideal Candidate: The ideal candidate is a customer-focused support professional or trainer who can work directly with state employees, explain systems in a simple manner, identify recurring issues and knowledge gaps, and help users successfully adopt a new technology or business system.