Hiring: Help Desk Agent (Consultant #1424) Company: Illinois State Board of Education Location: Springfield, IL Job Posted Time: 2026-09-16 12:35:28 Target Skills & Keywords : Microsoft Office About the job Required Skills: •Provides technical assistance to end users received through Agency posted mainlines. •Follows established protocols for answering or transferring incoming calls. •Provides support to Agency staff and external clients in resolving simple software and program related issues. •Responds directly to a wide range of requests for technical assistance received by the Help Desk. •Lead and oversee creating, updating, escalating, and closing Help Desk tickets. •Lead and oversee reporting technical errors to senior Help Desk staff for resolve. •Provides support to educators regarding ELIS (Educator Licensure Information System) account creation and password resets. •Assists end users in IWAS (ISBE Web Application Security System) with account setup, password resets, profile updates, and new system access requests. Qualifications: •Associate's degree or High School Diploma with a combination of two years of education, training, and/or experience relating to the duties of this position. (COPY OF TRANSCRIPTS REQUIRED AT TIME OF APPLICATION) •Two years of basic customer service experience (in addition to education requirements) with at least six months of that time providing technical and/or Help Desk support with general software or application problems. •Six months of experience with multi-phone line telecommunication systems or receptionist duties. •Excellent communication skills: oral, written, and interpersonal. •Demonstrated capacity to speak with clarity and correctness. •Demonstrated ability to research, problem solve, and resolve issues quickly, making decisions based on sound logic. •Demonstrated ability to calmly handle challenging requests and demands from customers. •Active listening skills with ability to remain calm and respond professionally when presented with opposing views or perspectives. •Demonstrated capacity to work independently, yet quickly assimilate into a team atmosphere to participate on group assignments. •Demonstrated capacity to translate technical and complex information and instructions into common, user-friendly terms. Compensation: •$49,716 - $78,141 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!