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Illinois Department of Human Services

IT Service Technician, 1st Line

Illinois Department of Human Services

. Log, prioritise and resolve user requests .

Posted 10/7/2026full-timeLondon • United KingdomMid-LevelSenior💰 £26,000 - £28,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support, particularly with Microsoft 365 and Windows 10/11, while effectively managing user requests and building professional relationships. Capable of troubleshooting issues methodically and providing exceptional customer service in a remote environment.

Highest-signal resume keywords
IT Support ExperienceMicrosoft 365 TroubleshootingWindows 10/11 KnowledgeAdministration SkillsCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
IT SupportTroubleshootingMicrosoft 365Windows 10Windows 11Remote DiagnosisClerical SkillsProblem Resolution
Soft Skills
Effective CommunicationEmpathyTeam CollaborationCustomer Service
Tools & Technologies
Microsoft Office 365Adobe Connect
Industry Keywords
IT Asset AdministrationUser Request ManagementRemote SupportBackground Checks

About the role

Key responsibilities & impact
  • Log, prioritise and resolve user requests
  • Administer IT assets
  • Diagnose IT hardware remotely
  • Support 400+ employees and 8,000+ students remotely
  • Support software packages including Microsoft 365 and Adobe Connect
  • Troubleshoot Microsoft 365 issues
  • Escalate and liaise on support queries with internal Inspired IT and external third-party companies
  • Report to the IT Service Manager

Requirements

What you’ll need
  • Previous experience providing IT support (essential)
  • Knowledge of Windows 10/11
  • Knowledge of Microsoft Office 365
  • Ability to troubleshoot and resolve problems methodically and logically
  • Good administration/clerical skills for updating records
  • Ability to deal with people in a calm, effective manner and empathise with user frustrations
  • Ability to anticipate and understand customer expectations and manage requirements appropriately
  • Ability to build professional relationships with customers and suppliers
  • Ability to contribute effectively to team objectives and share knowledge, ideas and information
  • Willingness and ability to work Middle-Eastern (GST) hours, typically 6am–3pm UK time
  • Completion of the Inspired Application Form alongside a CV
  • Successful completion of pre-employment background checks