Support Center Specialist at Baby Fold – Normal, Illinois

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.

Benefits: Medical, Dental, & Vision Insurance

• 403(b) Retirement Plan
• Life & Long-Term Disability
• Short Term Disability
• Health Savings Account
• Flexible Spending Account and Dependent Care Plan
• Paid Vacation, Personal time, Sick time, and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Headspace Care - coaching, therapy, & psychiatry
• Paytient - line of credit for medical, mental health, & veterinary services
• Candidly - student loan navigation support
• Mentorship, advancement, and professional development opportunities

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.

• 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.

Location: Primarily based at the Ft. Jesse location, with travel to all facilities as needed to support users, software, hardware, and technical operations

Pay: Non-exempt hourly role with a base salary of $55,000 ($28.20/hour), adjusted for experience. Employment is contingent on required certifications, relevant experience, and successful background checks

Hours: Generally, Monday - Friday during office hours, 37.5 hours per week.

High school diploma or equivalent required

Bachelor’s degree in information systems or related field strongly preferred

Minimum of two years of hands-on IT support experience in a professional setting

Preferred certs: CompTIA A+, Google Workspace, Microsoft M365, ITIL, or similar industry credentials

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

Statement of Inclusion: The Baby Fold is committed to fostering a culture of respect and inclusion, where each individual feels empowered and where our differences are celebrated. We encourage each other to engage in meaningful conversations, seek out different perspectives, and continually work to cultivate an environment where all ideas are valued.