Job Description

　　About the Organization:

　　The Executive Office of Health and Human Services is the largest secretariat in state government and is comprised of 11 agencies and the MassHealth program. Our efforts are focused on the health, resilience, and independence of the one in four residents of the Commonwealth we serve. Our public health programs touch every community in the Commonwealth. The Executive Office of Health and Human Services directly touch the lives of slightly more than 1 in 4 residents in the Commonwealth - some of our most vulnerable children, youth, adults, and elders. HHS provides access to medical and behavioral health care, substance misuse treatment, long term services and support, and nutritional and financial benefits to those with low incomes. We connect elders and individuals with disabilities with employment opportunities, housing, and supportive services. We steer troubled youth towards a more successful path and do everything possible to keep children in our child welfare system safe. We support individuals who are developmentally disabled, mentally ill, blind, deaf or hard of hearing.

　　About the Role:

　　The Massachusetts Executive Office of Health and Human Services (EOHHS) is seeking to hire a customer focused and detail-oriented IT Service Desk Support Analyst to be a member of the EOHHS IT Call Center Team at 25 Staniford Street-Boston location. the IT Service Desk Support Analyst is mainly responsible for the timely and professional execution of all tasks associated with providing excellent customer support relative to IT services, application, products, hardware, software, access, etc. in a Support Desk environment. This team member will complete all assigned tasks within the policies and procedures outlined by EHS and its agencies. This includes all policies and procedures regarding IT security, personal health information (PHI), personal identity information (PII) as well as Commonwealth and industry standard safeguards regarding appropriate business use of technology.

　　The primary work location for this role will be at 25 Staniford Street, Boston, Massachusetts. Hours of operation is Monday thru Friday 9 AM EST to 5 PM EST. The incumbent should be flexible to be able to work a varied schedule that includes night and weekends.

　　The position would be expected to follow a remote model of work. However, this may be subject to change based on operational needs.

　　Duties and Responsibilities:

　　Responsible for Customer/User satisfaction as it relates to IT services and support.Respond to Support Desk calls using the help desk reporting process to ensure IT services are provided in a seamless fashion to users.Respond within IT service level agreements to resolve open tickets to reduce end user downtime.Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closureEffectively translate an inexperienced user statement into a technically accurate problem statement that is both complete and conciseEnsure that user expectations are understood and articulated. If the user expectation is not within the guidelines, work with the user to modify the expectation or escalate to the supervisor of the Support DeskAssist users with rudimentary IT user support including but not limited to MS Office Products, Email, Active Directory, internet and intranet use, printer support, directory structure navigation.Assess, debug, and resolve technical problems.Track and escalate overdue tasks, requests, or tickets - provide timely updates to users on all assigned tickets.Assist in the maintenance of the call tracking database with regard to updating pertinent user information (correct telephone numbers, location, etc.)Assist with the processing and/or running of any related reports as requested.Work and collaborate in a team environment with internal and external groups to improve overall customer service and support.Perform analysis on IT problems and has the ability to properly troubleshoot, identify and handle to clearance IT user support problems that range from simple password resets to medium complexity (initial diagnosis of PC hardware issues) in an expedient fashion to ensure minimal downtime. Perform tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure related to various agencies including DTA BEACON and Virtual Gateway.Train, mentor, and support co-workers in their area of expertise

　　Preferred Knowledge, Skills & Abilities:

　　A minimum of 3 years of relevant experience supporting Microsoft Operating Systems preferably in a high-volume service desk or call center environment with a helpdesk ticketing system and call queue.A minimum of 3 years of relevant experience working in a collaborative, customer service focused environment that used a multi-channel (email, chat, phone, WebEx) setting for communication.Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiencesAbility to take notes and record all interactions and steps taken with the users. Experience with at least one ticketing system. ServiceNow preferred.Functional knowledge of Microsoft Office, Exchange and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint, OneDrive, Teams, Azure AD, MFA authenticator and VPN. Strong knowledge and experience with scripting and orchestration: System Center Configuration Manager (SCCM) and PowerShell.Knowledge of personal computers including hardware, operating systems, and application software.Understanding the components of a PC and laptop and the ability to perform basic troubleshooting of problems.Experience with Active Directory account creation, password resets, distribution groups and other AD functions.Experience to support Voice over Internet Protocol users and environmentKnowledge of and experience with the local area networks (physical and logical)Ability to understand the laws, rules, regulations, policies and procedures, standards and guidelines governing all EHS activitiesDemonstrated ability to prioritize and manage workload in a high-pressured environment.Experience working in a team-oriented, collaborative, and ever-changing technical environment. Ability to adjust to changing situations to meet emergencies or changing program/production requirements.

　　Education and Certifications:

　　Associates Degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience.Microsoft, Cisco, or CompTIA certification desirable.

　　Pre-Offer Process:

　　A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori.

　　Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines

　　Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website.

　　If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the Reasonable Accommodation Online Request Form.

　　For questions, please the contact the Office of Human Resources at 1-800-510-4122 and select option #2.

　　Qualifications

　　First consideration will be given to those applicants that apply within the first 14 days.

　　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.

　　SUBSTITUTIONS:

　　I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.

　　II. A Bachelor's or higher degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.

　　III. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.

　　IV. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.

　　V. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.

　　Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

　　NOTE: No substitution will be allowed for the one year of the required (B) experience.

　　Special Requirements: None

　　Comprehensive Benefits

　　When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

　　Want the specifics? Explore our Employee Benefits and Rewards!

　　An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

　　The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.