Help Desk Specialist - HDS24-18148

Job Title: Help Desk Specialist
Duration: 6 Months (Tentative)
Location: Boston, MA (Onsite)

Position Summary:
We are seeking a Help Desk Specialist with exceptional customer service skills. This role emphasizes customer support over technical help desk responsibilities. The specialist will assist users of the eLicensing platform by providing guidance, troubleshooting issues, and tracking requests. Duties include staffing the help desk phone line, responding to email inquiries, testing system updates, and updating procedural documentation as needed.

Responsibilities:

• Provide technical support to assist users with applying for or renewing licenses on the eLicensing platform.
• Diagnose and resolve error conditions, consulting with users and technical staff as necessary. Document and escalate significant issues to appropriate personnel.
• Develop, document, and enforce system standards as required.
• Mentor junior team members as needed.
• Simulate and troubleshoot user-reported problems.
• Track and respond to phone and help desk inquiries promptly.
• Communicate relevant system issues to appropriate staff both verbally and in writing.
• Train other staff members on help desk operations as required.
• Review technical and procedural manuals for accuracy.
• Ensure continuous coverage of the help desk phone.
• Test the licensure renewal system to confirm functionality.
• Stay updated on system changes and communicate them effectively to staff.
• Assist in the creation and testing of surveys associated with the licensing process.
• Perform other tasks related to the eLicensing help desk as assigned.

Qualifications:

• Knowledge of electronic data processing concepts, techniques, and applications.
• Familiarity with terminology, codes, and abbreviations used in electronic data processing.
• Understanding of electronic data processing equipment, including computers and peripherals.
• Experience with computer systems analysis, design, and programming.
• Knowledge of electronic data processing operating systems and reporting methods.
• Ability to interpret technical documents and follow written instructions.
• Strong coordination and project management skills.
• Excellent interpersonal and team collaboration skills, with the ability to work with diverse populations.
• Adaptability to changing requirements and priorities.
• Analytical skills to evaluate data and provide recommendations.
• Clear and concise communication skills, both written and verbal.
• Ability to give clear instructions to individuals with varying levels of technical proficiency, including those for whom English is a second language.
• Self-motivated with the ability to work independently.