Job Details
eLicensing Help Desk
Boston, MA
Long term extendable contract
Position Summary:
We are looking for a Help Desk Specialist with proven STRONG CUSTOMER SERVICE SKILLS . This is the priority skill of this posting . The eLicensing Help Desk Specialist will be responsible for assisting customers of the HPL eLicensing platform. The specialist will guide customers through proper use of the system, help in troubleshooting and resolving issues and tracking help desk requests. The specialist will staff a help desk phone and respond to HPL licensing help desk email requests. The specialist will also assist with testing the system updates and update procedure documentation as needed. THIS POSITION IS MORE ABOUT CUSTOMER SERVICE THAN TECHNICAL HELP DESK WORK.
Responsibilities
- Provide help desk customer technical support to assist licensees using eGov to apply for/renew licenses.
- Determine appropriate response to error conditions. Consult with users and technical personnel to identify and resolve problems or to notify of existing or potential problems. Document any serious problems and provide the information to other appropriate HPL staff.
- Develop, document, communicate, and enforce system standards as necessary.
- Provide guidance to junior members of the team.
- Simulate and troubleshoot user problems.
- Track phone calls and helpdesk inquires.
- Inform Local Program staff as needed by telephone and in writing of issues related to operation of the system and the Help Desk.
- Train other state staff in operation of the Help Desk as needed.
- Review program and administrative manuals for technical and procedural accuracy.
- Ensure Help Desk phone is not left unattended.
- Test Licensure renewal system with assessment/survey questions to ensure system is functioning properly.
- Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes.
- Contribute to the survey creation /modification processes and conduct testing of the same
- Perform other duties related to HPL licensing helpdesk.
Qualifications - Knowledge of the concepts. techniques and applications of electronic data processing.
- Knowledge of the terminology. codes and standard abbreviations used in electronic data processing.
- Knowledge of the types and applications of electronic data processing equipment including computers and related peripheral equipment.
- Knowledge of the methods and techniques of computer systems analysis and design.
- Knowledge of the methods and techniques of computer programming.
- Knowledge of the types. availability and applications of electronic data processing operating systems.
- Knowledge of the methods of general reporting.
- Ability to read and interpret documents such as EDP equipment operating manuals. specifications.
- Ability to follow oral and written instructions.
- Ability to coordinate the efforts of others in accomplishing assigned work objectives. Ability to coordinate projects and follow through to completion.
- Ability to establish and maintain harmonious working relationships with others.
- Ability to establish rapport with persons from different ethnic cultural. and/or economic backgrounds and to maintain harmonious working relationships in a team setting.
- Ability to adjust to changing situations to meet emergency or changing program or production requirements.
- Ability to analyze and determine the application of electronic data processing data draw conclusions and to make appropriate recommendations.
- Ability to write concisely to express thoughts clear and to develop ideas in logical sequence.
- Ability to communicate effectively in oral expression.
- Ability to give oral and written instructions in a precise and understandable manner. including to individuals with English as a second language and to individuals with no or elementary knowledge of microcomputers.
- Ability to work independently
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