Tier 1 Help Desk / Application Support Specialist

Alert IT Solutions

Job Description
Job Description
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

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

Vacancy posted 8 days ago

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