Springfield IL - Information Technology Support Associate (Help Desk)

Position Summary This position provides technical expertise in a highly technical health care environment in the areas of telecommunications, data and networking, applications, security, and computing. This position must analyze, process, and coordinate responses to service requests and inquiries, resolve incidents/trouble tickets and/or escalate help request to the proper support tier or functional group. Position involves a high level of customer service and is located in the Springfield Administrative Office. Duties Responsibilities The incumbent answers telephone, email, chat and in-person inquiries, incidents, and service requests from external and internal sources to provide general, technical and/or procedural support to staff, and general computing needs: receive and track, analyze and interpret, research and troubleshoot, process/resolve and/ or escalate requests, incidents and inquiries that fall outside of documented processes. Document actions using DSCC as a whole ticketing system and/or DSCC service management system as well as other internal tools and escalate unanswerable requests/inquiries/incidents along with appropriate documentation. Provide service information regarding feature/functionality, training opportunities and self-help information and documentation to DSCC users. Travel to provide technical support to the DSCC Regional Offices throughout the State of Illinois. Perform other duties as assigned including: Create support document for use within IT and DSCC as a whole, follow and propose alternatives to existing incident management; direct customers to existing documentation and advise management of any noticed customer needs or problems affecting services provided by DSCC as well as suggest alternatives; serve on special projects; obtain basic training and certifications; and participate in seminars, classes, trainings, and staff meetings.