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Night Shift IT Customer Support Specialist

Illinois Department of Innovation and Technology
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Job Title: Customer Support Specialist

Job Requisition ID: 49295

Closing Date: 09/08/25

Salary: $5,637/Monthly

Work Hours: M-F 12:00AM - 8:00AM 

Work Location: (Hybrid)  120 W Jefferson St Springfield, IL 62702-5170  

Union Position: Yes

Work authorization: US work authorization required at time of application. No sponsorship available. Not eligible for F1 OPT/CPT. Positions are W2 only and cannot be converted to a contract position. If you have questions about your work authorization eligibility, please email doit.recruitment@illinois.gov. 

Questions? Email doit.recruitment@illinois.gov

Transcripts are required for consideration.

 

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. 

This position serves as a Customer Support Specialist for the Department of Innovation & Technology (DoIT), completing professional assignments of limited scope in the Enterprise Production Operation Services (EPOS)/Input Services (IS) Section. 

In this role you will assist higher level staff in performing multi-platform monitoring of nightly production cycles for assigned agency systems. 

In addition, you will assist in performing routine end of the day transaction of batch programs between mainframe and midrange systems. 

If you possess these skills, knowledges, and experience, we invite to apply for this position with DoIT!

 

As a State of Illinois employee, you receive a comprehensive benefits package including:

  • Competitive Group Insurance benefits including health, life, dental and vision plans
  • Flexible work schedules (when available and dependent upon position)
  • 10-25 days of paid vacation time annually (10 days for first year of state employment)
  • 12 days of paid sick time annually which carryover year to year
  • 3 paid personal business days per year
  • 13-14 paid holidays per year dependent on election years
  • 12 weeks of paid maternity/paternity leave
  • Pension plan through the State Employees Retirement System
  • Deferred Compensation Program – voluntary supplemental retirement plan
  • Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
  • Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

 

Essential Functions

  • Under immediate supervision, serves as a Customer Support Specialist for the Department of Innovation & Technology (DoIT), assisting in performing professional Client Services functions and completing professional assignments of limited scope in the Enterprise Production Operation Services (EPOS)/Input Services (IS) Section.
  • Assists higher level staff in performing multi-platform monitoring of nightly production cycles for assigned agency system including monitoring and troubleshooting multi-agency system programs and processing between various platforms and escalates to on-call personnel when appropriate.
  • Assists with isolating user problems using diagnostic tools and gathers documentation of information for root cause analysis.
  • Assists in performing routine end of the day transaction of batch programs between mainframe and midrange systems and maintains documentation on requests and incidents using appropriate reporting tools according to the procedures and standards established.
  • Participates in the development of methods and procedures and training programs to improve skill levels associated with the products, services, and processes.
  • Keeps abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
  • Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.

 

Minimum Qualifications

  • Requires knowledge, skill, and mental development equivalent to completion of two (2) years of college with course work in computer science or directly related fields. 

 

Preferred Qualifications (In Order of Significance)

  • Elementary knowledge of technical customer call support.
  • Elementary knowledge of ServiceNow or similar ticketing system.
  • Elementary knowledge of AIX, DB, VCM, and UNIX.
  • Elementary knowledge of Active Directory.
  • Elementary knowledge of remote desktop management.
  • Elementary knowledge of desktop emulations and standard desktop operating systems.
  • Elementary knowledge of IT monitoring tools and methods.
  • Elementary knowledge of anti-virus software.

 

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.  

 

  • Requires the ability to verify identity.
  • Requires employment authorization to accept permanent full-time position with State of Illinois.
  • Requires the ability to pass a position specific, agency required background check and requires self-disclosure of criminal history.
  • Requires the ability to travel in performance of duties.
  • Requires the ability to work outside of normal hours to meet deadlines.
  • Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.
  • Requires the ability to work overtime including scheduled, unscheduled, short notice, evening, weekends, and holidays.
  • Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
  • Requires the ability to lift and carry objects or equipment weighing up to 10 pounds. This is considered sedentary work as defined by the U.S. Department of Labor (20 CFR 404.1567(a)). Sedentary work involves lifting no more than 10 pounds at a time and requires occasional lifting, carrying, walking, and standing.
  • The conditions of employment listed are incorporated and/or related to any duties included in the position description.