LABOR EXCHANGE USER SUPPORT SPECIALIST

Position Overview

The Illinois Department of Employment Security (IDES) is seeking an organized, professional, and results oriented individual to serve as a Labor Exchange User Support Specialist. Responsibilities include providing technical support services concerning labor exchange system functions and related programs, responding to inquiries and help requests received via incoming phone calls through the IDES labor exchange system helpdesk hotline and resolving issues, monitoring and maintaining labor exchange user account records, and providing support to system users. This position provides a great opportunity for someone who has working knowledge of employment services and labor exchange systems and is dedicated to providing technical support and guidance to labor exchange system users in compliance with Unemployment Insurance (UI) and Employment laws. The ideal candidate for this position will have professional experience working with labor exchange systems and employment service programs and handling a high volume of customer inquiries by phone. IDES offers a competitive compensation plan, excellent benefits, and a pension program. We invite you to join our innovative team to help make a positive difference in the lives of Illinois employers and job seekers.

Essential Functions

• Under general supervision, serves as a Labor Exchange User Support Specialist for the Illinois Department of Employment Security (IDES)
• Provides technical assistance to all types of labor exchange system users, including but not limited to job seekers, unemployment insurance claimants, employers, workforce partners and agency staff
• Monitors, reviews and maintains labor exchange system user account records in compliance with established policies and procedures
• Establishes and/or maintains various reports, tracking systems, agency records and other information pertaining to labor exchange system issues and provision of support to system users
• Keeps abreast of policies, procedures, regulations, systems and best practices related to labor exchange systems and related programs and services
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Minimum Qualifications

• Requires knowledge, skill and mental development equivalent to completion of four (4) years college with major courses in the social sciences; OR
• Requires four (4) years of work experience in program research evaluation or design with two (2) of the years at the professional level

Preferred Qualifications

• Two (2) or more years of professional experience providing technical assistance or program support to customers, including but not limited to helping them navigate online systems, understand program requirements, or resolve account‑related issues. 
• Two (2) or more years of professional experience managing a high volume of customer inquiries by phone, email, chat, or in person to resolve issues efficiently and provide accurate information. 
• Two (2) or more years of professional experience assisting users with complex, rule‑based, or eligibility‑driven systems by answering questions, troubleshooting issues, and providing clear guidance. 
• Two (2) or more years of experience using online case‑management, customer service, or data‑entry systems to input, review, and maintain customer or organizational records. 
• Two (2) or more years of professional experience reviewing customer, claimant, applicant, or employer information within a structured computer system for accuracy, completeness, or compliance. 

Conditions of Employment

• Requires an Illinois State Police background check and self-disclosure of any criminal history.
• Requires ability to travel in the performance of duties, with overnight stays as appropriate.
• This position 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.
• Requires ability to attend seminars, conferences, and trainings to stay current on methods, tools, ideologies, or other industry related topics relevant to the job duties.
• The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description.

About the Agency

The Illinois Department of Employment Security’s (IDES) mission is to serve Illinois workers and employers to the best of our ability and to use our knowledge of the Illinois workforce to inform sound policy decision making.  IDES encourages economic growth and stability in Illinois by providing vital Employment Services to Illinois residents and employers, analyzing and disseminating actionable Labor Market Information, and administering Unemployment Insurance programs.