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# Tier 1 Help Desk / Application Support Specialist

- **Company:** Alert IT solutions
- **Location:** Downers Grove, IL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** JIRA, Software Documentation, Information Systems, Issue Tracking Systems, Topdesk, Salesforce.Com, Server Administration, Web Applications, Cloud Platform System, Okta, Information Technology, Zendesk, Servicenow
- **Published:** November 6, 2026
- **Apply:** https://www.careerbuilder.com/job-details/tier-1-help-desk-application-support-specialist-downers-grove-il--e9407060-3f0f-4ca0-ac84-971911127687

## About the Role

Software Administration, Help Desk Software, Professional Services, Technical Support, Consulting, Government, Information Technology & Information Systems, Software Administration, Help Desk Software, Public Health, * 5+ years of Help Desk / Application Support experience

 * Experience supporting web-based applications
 * Strong customer service and communication skills
 * Experience using ticketing systems (ServiceNow, Jira, Zendesk, etc.)
 * Ability to document issues and troubleshooting steps clearly

Preferred Qualifications

 * Experience supporting Salesforce applications
 * Familiarity with Okta or identity management systems
 * Experience supporting government or healthcare applications
 * Experience writing user documentation or knowledge base articles

## Description

Alert IT Solutions Inc. Awarded Multi-Year, Multi-Million Dollar Contract by State of Illinois for IT Professional Services, Alert IT Solutions Inc. is seeking a Tier 1 Help Desk / Application Support Specialist to support the Illinois Department of Public Health (IDPH) on the Long-Term Care Licensing System (LLCS) project.

The LLCS system is a Salesforce-based cloud platform integrated with Okta, used by IDPH staff and licensed long-term care facilities across Illinois to manage licensing, compliance, and facility information.

This role is ideal for someone who enjoys helping users, troubleshooting web applications, and working in a mission-driven public sector environment.

What You Will Do

As a Tier 1 Support Specialist, you will serve as the first point of contact for system users, ensuring they receive timely assistance and positive support experience.

Responsibilities include:

 * Provide Tier-1 help desk support for the LLCS application portal
 * Assist users with:
 * System login and access issues
 * Navigating the application portal
 * Submitting licensing information
 * Uploading documents and completing workflows
 * Searching and updating facility records
 * Troubleshoot basic application issues and user errors
 * Document and track issues in a ticketing system
 * Escalate complex technical issues to Tier-2 / Tier-3 support teams
 * Create and maintain knowledge base articles and user guides
 * Communicate professionally with IDPH staff and external facility users