JOB TITLE : Help Desk Support

JOB LOCATION : Boston, MA

WAGE RANGE* : $40hr to $43.47hr (based on 37.5 hour work week)

JOB NUMBER : ITS77 EHS FY24 HELP DESK - 400 - DPH

REQUIRED EXPERIENCE :

3 years of experience working as a business application customer help desk specialist

Proficiency using Microsoft Project, Microsoft Office 365, Microsoft Teams and Atlassian JIRA

JOB DESCRIPTION

This role is NOT responsible for general hardware or software technical support (e.g. OS, printers, network, phone, mobile, etc).

• The health profession eLicensing Help Desk Specialist will be responsible for assisting external customers (licensees) of the BHPL eLicensing application.
• Guide customers through proper use of the vendor-managed licensing application(s)
• Create and track help desk tickets
• Provide high-level answers to general BHPL licensing process questions
• Handle help desk phone calls and respond to email requests

DETAILED LIST OF JOB DUTIES AND RESPONSIBILITIES :

• Provide level 1 help desk customer support to assist licensees using BHPL eLicensing application to apply for / renew health profession licenses
• Triage incoming issues to determine appropriate actions (immediate resolution, escalation, etc.)
• Utilize internal ticketing system
• Communicate, and enforce system standards as necessary
• Simulate and troubleshoot user problems
• Train other state staff in operation of the Help Desk as needed
• Ensure Help Desk phone is not left unattended
• Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes
• Participate in daily team standup
• Perform other duties related to HPL eLicensing helpdesk.

QUALIFICATIONS :

• 3 years of experience working as a business application customer help desk specialist
• Identify / troubleshoot / escalate / resolve issues
• Excellent verbal communication skills
• Excellent Telephone and interpersonal skills
• Excellent organizational skills
• Proficiency using Microsoft Project, Microsoft Office 365, Microsoft Teams and Atlassian JIRA
• Analytical thinking skills
• Strong follow-up skills
• Ability to work effectively both as an individual and as a team member
• Ability to get up to speed quickly

Equal Opportunity Employer Veterans / Disabled

• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to : job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations.
• Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life / short term disability / whole life / term life / accident and critical illness coverage;

employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

PDN-9b68c1dd-514b-45c9-9666-4f73fb03b802

Last updated : 2024-03-05