LABOR EXCHANGE USER SUPPORT SPECIALIST

Labor Exchange User Support Specialist

We continually strive for a workforce that reflects the growing diversity within the State of Illinois. A variety of employee backgrounds, perspectives, ideas and experiences are crucial to our ability to most effectively serve the public. Bilingual skills welcome.

The State of Illinois is committed to working with and providing reasonable accommodations to people with disabilities. Further, federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. To be provided a Reasonable Accommodation during the hiring process, you will need to provide a certification of disability from a physician, psychiatrist, school official or an Illinois Department of Human Services (DHS) Division of Rehabilitation Services (DRS) Vocational Rehabilitation (VR) Counselor. Supporting documentation should be uploaded under My Documents → Additional Documents section for each application. Any questions on Reasonable Accommodations can be directed to Central Management Services Disability Resource Center at View email address on click.appcast.io or call View phone number on click.appcast.io for further information and to request or discuss an accommodation.

The State of Illinois does not provide sponsorship for employment visa status (e.g. H-1B visa status), nor is the State able to provide extensions of optional practical training (OPT) under the STEM-designated degree program for F-1 students. To be considered for permanent employment with the State of Illinois, applicants must be currently authorized to work in the United States on a full-time basis.

In compliance with the Illinois Equal Pay Act, 820 ILCS 112/1 et seq., the State does not seek, request, or require a job applicant's wage or salary history. Employment decisions are not made based on an applicant's wage or salary history. To that end, please do not include wage or salary information in your resume or other profile or application materials.

Position Overview: The Illinois Department of Employment Security (IDES) is seeking an organized, professional, and results oriented individual to serve as a Labor Exchange User Support Specialist. Responsibilities include providing technical support services concerning labor exchange system functions and related programs, responding to inquiries and help requests received via incoming phone calls through the IDES labor exchange system helpdesk hotline and resolving issues, monitoring and maintaining labor exchange user account records, and providing support to system users. This position provides a great opportunity for someone who has working knowledge of employment services and labor exchange systems and is dedicated to providing technical support and guidance to labor exchange system users in compliance with Unemployment Insurance (UI) and Employment laws.

Essential Functions: Under general supervision, serves as a Labor Exchange User Support Specialist for the Illinois Department of Employment Security (IDES). Provides technical assistance to all types of labor exchange system users, including but not limited to job seekers, unemployment insurance claimants, employers, workforce partners and agency staff. Monitors, reviews and maintains labor exchange system user account records in compliance with established policies and procedures. Establishes and/or maintains various reports, tracking systems, agency records and other information pertaining to labor exchange system issues and provision of support to system users. Keeps abreast of policies, procedures, regulations, systems and best practices related to labor exchange systems and related programs and services. Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications: Requires knowledge, skill and mental development equivalent to completion of four (4) years college with major courses in the social sciences; OR Requires four (4) years of work experience in program research evaluation or design with two (2) of the years at the professional level.

Preferred Qualifications: Two (2) or more years of professional experience providing technical assistance or program support to customers, including but not limited to helping them navigate online systems, understand program requirements, or resolve account‑related issues. Two (2) or more years of professional experience managing a high volume of customer inquiries by phone, email, chat, or in person to resolve issues efficiently and provide accurate information. Two (2) or more years of professional experience assisting users with complex, rule‑based, or eligibility‑driven systems by answering questions, troubleshooting issues, and providing clear guidance. Two (2) or more years of experience using online case‑management, customer service, or data‑entry systems to input, review, and maintain customer or organizational records. Two (2) or more years of professional experience reviewing customer, claimant, applicant, or employer information within a structured computer system for accuracy, completeness, or compliance.

Conditions of Employment: Requires an Illinois State Police background check and self-disclosure of any criminal history. Requires ability to travel in the performance of duties, with overnight stays as appropriate. This position is considered sedentary work as defined by the U.S. Department of Labor (20 CFR 404.1567(a)). Sedentary work involves lifting no more than 10 pounds at a time and requires occasional lifting, carrying, walking, and standing. Requires ability to attend seminars, conferences, and trainings to stay current on methods, tools, ideologies, or other industry related topics relevant to the job duties.

About the Agency: The Illinois Department of Employment Security's (IDES) mission is to serve Illinois workers and employers to the best of our ability and to use our knowledge of the Illinois workforce to inform sound policy decision making. IDES encourages economic growth and stability in Illinois by providing vital Employment Services to Illinois residents and employers, analyzing and disseminating actionable Labor Market Information, and administering Unemployment Insurance programs.

Work Hours: Monday - Friday; 8:30 am - 5:00 pm

Headquarter Location: 607 E Adams St, Springfield, Illinois, 62701

Work County: Sangamon

Agency Contact: Don Motley Email: View email address on click.appcast.io

Posting Group: Social Services

Application Instructions: Use the "Apply" button at the top right or bottom right of this posting to begin the application process. If you are not already signed in, you will be prompted to do so. State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon. Non-State employees should log in on the using the "View Profile" link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account. If you have questions about how to apply, please see the following resources: State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid Non-State employees: on Illinois.jobs2web.com – click "Application Procedures" in the footer of every page of the website. The main form of communication will be through email. Please check your "junk mail", "spam", or "other" folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses: View email address on click.appcast.io View email address on click.appcast.io