Support Center Specialist

The Baby Fold•Normal, IL

10d•$55,000

About The Position

The Baby Fold is a non-profit leader in trauma-informed care, offering wraparound services to children and families across Central Illinois. Since 1902, we have provided life-changing programs in foster care, adoption support, special education, autism services, and more. We focus on physical and emotional safety, build on family strengths, and guide each person toward a more hopeful future. The Support Center Specialist provides skilled, front-line technical assistance within the Information Systems (I.S.) Support Center. This role is suited for experienced IT professionals who are committed to delivering high-quality service and building strong working relationships with end users. The position ensures the timely and professional handling of incoming support requests, effective basic troubleshooting, and accurate ticket creation and routing in a fast-paced service environment. The Support Center Specialist plays an important role in improving overall service efficiency and enhancing the user experience while consistently maintaining strict adherence to organizational IT standards, security protocols, and best practices.

Requirements

High school diploma or equivalent required
Minimum of two years of hands-on IT support experience in a professional setting
Strong customer service and troubleshooting skills with the ability to build positive user relationships
Able to clearly explain technical concepts verbally and in writing to users with varying skill levels
Must have a valid driver’s license and a reliable, insured vehicle for travel between offices

Nice To Haves

Bachelor’s degree in information systems or related field strongly preferred
Preferred certs: CompTIA A+, Google Workspace, Microsoft M365, ITIL, or similar industry credentials

Responsibilities

Provides professional, courteous front-line technical support by responding to user calls and tickets, troubleshooting basic issues, and escalating as needed.
Manages and documents support requests in the ticketing system, prioritizing and processing tickets in first-in, first-out order based on urgency.
Communicates clearly with users regarding issue status, resolutions, scheduled downtimes, and system impacts.
Utilizes core support tools (e.g., remote access, Active Directory) and maintains working knowledge of systems and applications supported by the I.S. team.
Documents internal procedures in appropriate software.
Promote quality improvement by keeping IS staff informed of unusual issues and recurring problems by offering solutions that follow all Agency IT and security policies.