Help Desk Support Specialist

BCforward is currently seeking a highly motivated Help Desk Support Specialistfor an opportunity in Marlborough, MA 01752!

Position Title: Help Desk Support Specialist

Location: Marlborough, MA 01752

Anticipated Start Date: ASAP

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration:  6+ Months Contract with the possibility of extension.

Job Type: FULL TIME Contract

Pay Range: [44.00/hr.] – [44.50/hr.]

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Requirements:

2+ years of experience working as a business application customer Help Desk specialist, Desired24Months | 2 years of experience working at a high volume customer service center, Required24Months | PROBLEM SOLVER, Required24Months | Excellent verbal communication skills, Required24Months | Excellent Telephone and interpersonal skills, Required24Months | Excellent organizational skills, Required24Months | Proficiency using Microsoft Project, Microsoft Office 365, Microsoft Teams , Required24Months | Analytical thinking skills, Required24Months | Strong follow-up skills, Required24Months | Ability to work effectively both as an individual and as a team member, Required24Months | Ability to get up to speed quickly, Required24Months | Atlassian JIRA Proficient (software program), Nice to have12Months | Ability to Identify / troubleshoot / escalate / resolve issues, Required24Months

Job Description:

The specialist will:

• guide customers through proper use of the vendor-managed licensing applications

• 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

Key Responsibilities

• Provide basic Help Desk customer support as listed below to assist licensees using new 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.

***CANDIDATE MUST BE A PROVEN PROBLEM SOLVER WHO EASILY GRASPS NEW SOFTWARE APPLICATIONS.       

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale.  Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years.  Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum.  As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information.  BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment.  All applicants applying for positions in the United States must be legally authorized to work in the United States.  The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position.  Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.