Address
Form of workTitle: eLicensing Help Desk Specialist
Location: Boston, MA (Onsite)
Duration: 6 Month Renewable Contract
Locals Only
POSITION OVERVIEW:
Candidates for this position must have STRONG CUSTOMER SERVICE, COMMUNICATION AND INTERPERSONAL SKILLS.
The health profession eLicensing Help Desk Specialist will be responsible for assisting external customers (licensees) of the BHPL eLicensing application.
The specialist will:
- guide customers through proper use of the vendor-managed licensing application(s)
- triage, troubleshoot, resolve, and escalate issues as necessary
- 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
Note: this role is NOT responsible for general hardware or software technical support (e.g. OS, printers, network, phone, mobile, etc).
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
