Senior Help Desk Technician

Job Description

Overview

The Senior Help Desk Technician will provide front-line technical support for a large, enterprise-level web application used by the State of Illinois. This role is responsible for diagnosing and resolving Tier 1 technical issues, collecting information for escalation to Tier 2 teams, and creating documentation to improve the efficiency of help desk operations. The ideal candidate will have strong customer service skills, technical troubleshooting experience, and the ability to communicate clearly with users of varying technical backgrounds.

Key Responsibilities

·Serve as the primary point of contact for end users requiring support for the IDPH web application.

·Diagnose, troubleshoot, and resolve Tier 1 technical issues related to application functionality, login/access problems, system navigation, and basic configuration.

·Guide users through step-by-step solutions with patience and professionalism.

·Gather detailed information needed for efficient escalation to Tier 2 technical teams.

·Document symptoms, error messages, steps to reproduce, user environment details, and preliminary troubleshooting actions.

·Follow escalation protocols to ensure timely resolution of complex issues.

·Create and maintain help desk documentation, including standard operating procedures, troubleshooting guides, and FAQs.

·Provide clear, concise, and empathetic communication to end users.

·Maintain high customer satisfaction through timely and professional interactions.

·Manage incoming requests via phone, email, and ticketing systems.

·rack and monitor open tickets, ensuring progress and timely closure.

·Suggest improvements to help desk operations based on recurring patterns.