What are the responsibilities and job description for the HELP DESK / IT OUTREACH position at Illinois State Board of Education?
POSITION:
Help Desk / IT Outreach (Principal Consultant #1652)INVENTORY#:
1652LOCATION:
SpringfieldUNION:
IFSOEDEPARTMENT:
Technology Support & InfrastructureANTICIPATED STARTING SALARY RANGE:
$60,047 - $75,881FULL SALARY RANGE:
$60,047 - $102,191OFFICE HOURS:
Monday – Friday 8:00 a.m. – 5:00 p.m.POSTED DATE:
February 25, 2025CLOSING DATE:
Open Until Filled
This position supports Help Desk activities, resolving advanced access and software issues associated with agency web-based systems. Ensures that all requests for technical assistance are documented and resolved. Provides proactive outreach to end users in addition to internal and external training. Performs system testing prior to launch of new agency applications. Assists IT management staff in efforts to improve customer service and end user outreach. This position reports to a Supervisor.
DUTIES AND RESPONSIBILITIES:
- Supports Infrastructure and IT teams in development and delivery of internal and external training in support of various ISBE technical initiatives including, but not limited to, Microsoft self-managed password registration, Office 365 apps for Enterprise, Windows.
- Develops and delivers internal/external training documentation as needed, including informational email, Q&A documents, PowerPoint presentations, webinars, training manuals, user guides, etc.
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Responsible for training call center agents to independently respond to inquiries.
- Facilitates video conferences and provides user training.
- Responds directly to a wide range of requests for advanced level technical assistance received through the Help Desk.
- Clarifies and validates solutions for internal and external end users, documenting activities in ticketing system.
- Reassigns, updates, escalates, and closes tickets following established parameters.
- Tracks and monitors trends and repeat requests, and reports to IT management.
- Assists end users in password resets.
- Responsible for ISBE Web Application Security System (IWAS) admin housekeeping tasks.
- Responsible for IWAS account and/or system deactivations for internal staff resignations and transfers.
- Provides back-up for call center lead in the review and completion of IWAS tasks, broadcasts and news items.
- Edits text and format to ensure clarity, consistency, and accuracy.
- Tests all links, verifies stored procedure, delivers correct recipient list, verifies successful completion and provides stakeholder notifications.
- Moves IWAS systems in production, maintenance, development, or testing mode and posts notifications per IT protocols.
- Assists in other areas of department as needed.
- Participates in team round tables and serves as Help Desk liaison at assigned ISBE meetings, presenting agent and end user perspectives.
- Submits various mainframe jobs.
- Participates as needed in inventory true-ups.
- Performs other duties as assigned.
REQUIRED QUALIFICATIONS:
- Bachelor's degree in Information Technology, Communications, Public Affairs, Public Administration, Business Administration, or Computer Science field plus six months direct customer service experience or experience as a trainer within the past four years, or, an Associate's degree in one of these areas plus one year of related experience and one year of experience in a direct customer service or training field, both within the last five years, or, a High School Diploma plus a total of four years of experience in a technical customer service area or a combination of four years of experience in customer service, training, and/or any analytical position within the last six years, all of which demonstrate the ability to multi-task, to deal effectively with a large customer base, to resolve technical user problems, and to provide training. (COPY OF TRANSCRIPTS REQUIRED AT TIME OF APPLICATION)
- Two years of basic customer service experience (in addition to education requirements) providing technical and/or help desk support with billing, ordering systems, general IT hardware/software, banking, insurance, or providing technical or end user training on application software.
- Experience as a team leader, project chairperson, and/or trainer (one-on-one or group/classroom setting).
- Experience coordinating schedules and logistics.
- Demonstrated ability to research, problem solve, and resolve issues quickly, making decisions based on sound logic.
- Overall knowledge and familiarity with school coding (RCDT codes) and change procedures.
- Excellent communication skills; oral: speaking with clarity and correctness; interpersonal skills: active listening skills with ability to remain calm and respond professionally when presented with opposing views or perspectives.
- Ability to quickly assimilate into a team atmosphere, build trust, and openly collaborate.
- Written skills: drafting, editing and finalizing content that meets professional standards for accuracy, logical presentation, and thoroughness with user manuals, training documentation, newsletters, methods and procedure documentation, PowerPoint presentations, web content, or other project content.
- Must be able 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 ability to handle unreasonable requests and demands.
- Capable of quickly learning and retaining new tools, trends, programmatic changes, and new technologies.
PREFERRED QUALIFICATIONS:
- Bachelor's degree.
- Working knowledge and experience of any specific help desk application or other software related to tracking procurements, shipping, billing, insurance or other work functions that serve as a tickler system or monitor progress and require frequent updates.
- Extensive writing experience.
- Experience with mass mailings or communication notification systems: testing links, verifying recipient lists, proofing text for accuracy and message consistency.
- Experience representing work unit or organization at meetings, forums, or conferences.
- Working knowledge of Microsoft Office Suite, Office 365 (including OneDrive, screen sharing, Teams, etc.), Windows 11, and web-based applications.
ISBE provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. We actively foster a culture of inclusion and encourage individuals of all backgrounds to apply.
Illinois has an urgent and collective responsibility to achieve educational equity by ensuring that all policies, programs, and practices affirm the strengths that each and every child brings within their diverse backgrounds and life experiences, and by delivering the comprehensive supports, programs, and educational opportunities they need to succeed.
Salary : $60,047 - $75,881
