What are the responsibilities and job description for the Technical Support Specialist position at Outdefine?
About Outdefine
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In order to apply for this position
➡️ Signup: https://www.outdefine.com/r/GonzaloHernndezRojas-8461
➡️ Take Video Intro (mandatory) and Book an Interview on Assessments' feature
Job Overview
Technical Support Specialist (Integrated Eligibility Systems)
Location: State of Illinois, USA, or neighboring states
Role Description:
The Technical Support Specialist provides frontline support for users of the Integrated Eligibility System (IES), resolving technical issues and ensuring the system operates smoothly. This role requires a mix of technical expertise, problem-solving skills, and customer service experience.
Responsibilities:
- Provide technical assistance to users, addressing issues with IES functionality and performance.
- Troubleshoot and resolve hardware, software, and network-related problems.
- Document and track reported issues in a ticketing system, ensuring timely resolution.
- Collaborate with development and infrastructure teams to escalate and resolve complex issues.
- Assist with system updates, patches, and user training sessions.
- Ensure compliance with data security protocols during support activities.
Qualifications:
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 2 years of experience in a technical support role, preferably with public sector systems.
- Familiarity with IES platforms and public assistance program workflows.
- Knowledge of ITIL processes and incident management systems.
Soft Skills:
- Strong customer service and interpersonal skills.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Excellent verbal and written communication skills.
Technical Skills:
- Proficiency in troubleshooting operating systems (Windows, Linux) and web-based applications.
- Basic knowledge of networking, databases, and system integrations.
- Experience with help desk tools like ServiceNow, Zendesk, or similar platforms.
Equal Employment Opportunity
We are an equal opportunity employer and do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status. We are committed to creating a diverse and inclusive environment for all employees and applicants for employment. All qualified individuals are encouraged to apply and will be considered for employment without regard to any legally protected status.
