HHS BHRS Help Desk Support Specialist

< class="" data-start="237" data-end="260">Job Summary:

We are seeking a dedicated and customer-focused HHS BHRS Help Desk Support Specialist to provide daily support for the Behavioral Health Reporting System (BHRS) Help Desk. This role involves assisting both state employees and citizens by addressing technical issues, resolving service requests, and escalating complex problems to higher-level support teams. The ideal candidate will have excellent customer service skills and experience in help desk support, ticketing applications, and escalation procedures.

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< class="" data-start="783" data-end="815">Key Responsibilities:

• Provide timely and professional assistance to employees and citizens via phone, email, employee self-service, citizen portal, or walk-in requests.

• Create and manage service request tickets, resolving issues where possible.

• Escalate unresolved tickets to the appropriate higher-level technical teams.

• Maintain accurate documentation of issues, resolutions, and interactions within the ticketing system.

• Assist internal program staff and external treatment providers with technical support for the IBHRS.

• Follow established help desk protocols and escalation procedures.

• Collaborate with IT teams and other departments to ensure efficient problem resolution.

• Provide guidance and training to users on system functionality and troubleshooting common issues.

• Maintain confidentiality and security of sensitive information.

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< class="" data-start="1677" data-end="1712">Required Qualifications:

• Strong ability to provide excellent customer service and support.

• Experience working with the IBHRS Help Desk, assisting both internal program staff and external treatment providers.

• Prior experience in help desk support or a similar technical support role.

• Proficiency with ticketing applications and escalation procedures.

• Strong problem-solving skills and ability to troubleshoot technical issues.

• Excellent communication and interpersonal skills.

• Ability to work in a fast-paced environment and manage multiple requests simultaneously.

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