Help Desk Specialist

Job Description

Job Description

Title: Help Desk Specialist
Location: Boston, MA. - 02108 (Hybrid Work - 3 Days Remote & 2 Days Onsite)

MINIMUM 3 YEARS OF EXPERIENCE AS HELP DESK SPECIALIST (HYBRID, BOSTON MA): PROVIDE TIER 1 & 2 SUPPORT

Position Summary
The Program is seeking to hire three (3) Solution Desk Analyst positions that will work independently, with the Office of Change Management, and with the Solution Desk Team. The Solution Desk Analysts play a crucial role providing support to users systems, vendors, and the public in a productive, courteous, timely, and professional manner. The support model will support users in the transition from the current financial systems to the new financial application and the new vendor self-service application; as well as the transition from the current payroll system to its successor application. The Solution Desk Analysts’ key responsibilities include responding to and resolving user inquiries in a timely manner, maintaining a strong knowledge base of systems and protocols, and providing clear guidance and support to users throughout all interactions.
The Solution Desk Analysts will receive comprehensive training from experienced colleagues and are expected to develop a thorough understanding of various functions, policies, procedures, and applications used. This position requires the ability to efficiently process tickets while delivering excellent customer service.
The successful candidates will have excellent verbal and written communication skills, a professional and positive demeanor with a customer service approach to problem solving, and strong attention to detail and accuracy in all tasks. A self-motivated attitude with the ability to multi-task in a fast-paced environment is important.

• The positions will support tickets categorized as Tier One and Tier Two: Tier One call-in and email center for agency end users to address questions on:
o Login and access management
o Password resets
o User security and access to data
o How to find job aids
o Guidance on specific questions covered by job aids.
o High-level navigation of the applications and crosswalking from the legacy applications

• Tier Two support by business and technical subject-matter-experts for more in-depth end user questions on:
o Specific functionality that may not be covered by job aids
o Technical issues impacting the user’s access to the system.
o System issues affecting a number of users

Specific Duties
• Under the guidance of the Solution Desk Manager, review current user support and help desk functions for the Commonwealth’s legacy financials system including Solution Desk protocols, organizational structures, staffing, and service level agreements as to response times.
• Under the guidance of the Project Management Office, acquire an understanding of the new financial, vendor self-service, and payroll applications
• Receive customer inquiries via ServiceNow ticketing system, live call, voicemail, and email
• Process tickets in accordance with Customer Service guidelines
• Manage tickets through the ServiceNow CSM application
• Evaluate the type, complexity, and magnitude of inquiry and resolve or escalate as appropriate
• Work with the Program, implementation partners, Communications team, Solution Desk Manager, Solution Desk Supervisor, Solution Desk Analysts, and colleagues to provide accurate and timely solutions
• Coordinate and communicate, internally and externally, with partner agencies and agency clients in a courteous and respectful manner
• Document each inquiry through its lifecycle and accurately record all communication in tracking software
• Gather feedback from requestors to enhance operations
• Ideate solutions to structural and/or recurring issues coming into the Solution Desk
• Maintain awareness of, and compliance with, all operating policies and procedures
• Participate in training sessions for the new applications, and learn them in accordance with mandated trainings
• Remain current with policies and procedures, read memos and updates
• Immediately raise questionable actions, requests, or potential errors or issues to the attention of your supervisor, manager, or director

Required Skills
• At least 3 years working in an IT service and support function in an environment similar in size and complexity to our organization.
• Knowledge of IT and business service desk tools and best practices.
• Good business acumen and understanding of organizational issues and challenges.
• Well-developed communication skills (both oral and written).
• Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness.
• Active listener with the ability to influence others toward a common vision or goal.
• Strong team player and skilled collaborator capable of working effectively with and through others.
• Demonstrated experience in using computer-based tools including Word, Excel, Power Point, Visio and Outlook.

Preferred Skills
• Help desk experience supporting external clients/users with a wide range of business and technical abilities
• Experience making or returning support service phone calls
• Experience using ServiceNow or other ticket tracking software
• Experience with legacy financial or payroll systems
• Experience with support of a launch of a new application
• Ability to analyze data to draw conclusions, troubleshoot scenarios, and make appropriate recommendations
• Ability to work in a team setting and communicate effectively and professionally with both internal and external customers at all levels
• Excellent written and verbal communication skills, particularly the ability to articulate issues and risks in non technical terms
• Interest in, and ability to, understand new systems quickly
• Ability to work independently and in a team setting

Minimum Entrance Requirements
Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least one year must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.

IT Mantra, LLC. is a Certified Woman / Minority (WBE/MBE) owned company founded in 2003 and based in Massachusetts. We provide a comprehensive range of IT and Professional Staffing and Workforce Solutions that include contract, contract to hire and direct hire placement services as well Employer of Record (EOR) services nationally and specialize in the placement of women and diverse personnel.

Company Description

IT Mantra, LLC. is a Certified Woman / Minority (WBE/MBE) owned company founded in 2003 and based in Massachusetts. We provide a comprehensive range of IT and Professional Staffing and Workforce Solutions that include contract, contract to hire and direct hire placement services as well Employer of Record (EOR) services nationally and specialize in the placement of women and diverse personnel.