Technical Support Specialist

This contract Technical Support Specialist role in Springfield, Illinois offers a hybrid work arrangement within the School of Social Work, Office of Workforce Development. The position centers on applying user centered design to web applications, learning management systems, websites, and mobile apps, with a strong emphasis on usability and accessibility of online training content. The role supports a collaborative culture focused on clear communication, continuous learning, and delivering accessible, effective training experiences. The annual salary ranges from USD 62,000 to 65,000, and the role includes a comprehensive benefits package while contributing to important statewide programs.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Retirement Plan
• Paid time off
• Tuition waivers for employees and dependents

Responsibilities

• Analyze how users interact with web applications, websites, learning management systems, and mobile applications.
• Test and evaluate design elements, application behavior, and navigation flows to support intuitive interfaces.
• Assist the information training system coordinator with technology needs for the Office of Learning & Professional Development as required.
• Provide end-to-end technical support and problem resolution for participants using online child welfare related training.
• Contribute to project management efforts, monitoring and evaluating team deliverables for quality and adherence to standards, and staying current with technologies, standards, and usability and design techniques.
• Support compliance with state and federal mandates, including Title II ADA guidelines.
• Apply user-centered design principles to optimize the user experience.
• Communicate ideas, requirements, application behavior, and design concepts through written and verbal channels, including presentations, mockups, and interactive prototypes.
• Collaborate with the design team to identify, analyze, refine, and develop online curriculum solutions.
• Apply website design and development best practices to ensure course content is accessible and compliant with state accessibility laws.
• Other duties as assigned.

Requirements

• High school diploma or equivalent.
• Two years of work experience in IT related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
• Educational substitutions: 30 semester hours equals one year of experience; 60 semester hours equals eighteen months; 90 semester hours equals two years; 120 semester hours (Bachelor's Degree) equals three years.

Technologies

• Learning Management Systems (LMS)
• Articulate Storyline
• Camtasia
• Vyond
• Adobe Creative

Work Schedule, Travel, or Other Job Expectations

Statewide travel is required for this position.