The Executive Office of Health and Human Services (EHS) is the largest secretariat in MA state government and is comprised of 12 agencies, in addition to 2 soldiers’ homes and the MassHealth program. EHS 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. EHS 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, individuals with disabilities, and veterans 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.
As a member of the EHS/EHS Agency Call center team, the Help Desk Analyst is 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 specifically assigned tasks and generally 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.
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.
Responsible for working within a call center environment or as a member of a site team as required.
Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure.
Can professionally work with users to lead them through effective question and answer efforts in order to properly represent their needs.
Effectively translate an inexperienced user statement into a technically accurate problem statement that is both complete and concise.
Insure 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 Desk.
Assist 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.
As defined in Support Desk practices, provide timely updates to users on all assigned tickets.
Track and escalate overdue tasks, requests or tickets.
Assists in the maintenance of the call tracking database with regard to updating pertinent user information (correct telephone numbers, location, etc.)
Follows strict escalation procedures for problem/issue resolution
Responsible for timely response and support when scheduled and authorized to cover after hours support to ensure continuity.
Clearly communicate and/or escalate to their Manager, IT Operations staff, and other members of Support Services, and other concerned entities (ITD, vendors, other agencies) when necessary, regarding any IT Operations issues or disruptions (planned or unplanned) to insure clear communication and minimize user impact.
Assist with the processing and/or running of any related reports as requested.
Participate in meetings as required and directed to ensure clear communication.
Work and collaborate in a team environment with internal and external groups to improve overall customer service and support.
Responsible for carrying an equitable proportion of the team’s overall call, ticket and project volume.
Performs 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.
Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure related to DMH Meditech as required.
Provides a level of technical knowledge and experience related to DMH and DPH Meditech that distinguishes them from their co-workers.
Has expanded responsibilities due to their distinguished knowledge and experience that includes: DMH Meditech
Trains, mentors and supports co-workers in their area of expertise (Ca Unicenter, Meditech (DMH, DPH, DDS)
Preferred Knowledge, Skills & Abilities:
3-5 years of relevant experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system and call queue.
Strong interpersonal communication and written skills. The ability to communicate effectively with a wide range of employees, leaders at various levels, and with technical and non-technical customers.
3-5 years of experience working in a collaborative, customer service focused environment that used a multi-channel (email, chat, phone, WebEx) setting for communication.
Ability to take notes and record all interactions and steps taken with the users. Experience with at least one ticketing system. ServiceNow preferred.
In-depth knowledge of administration, troubleshooting and operation of Microsoft desktop operating systems: Windows 7/10 Professional.
In-depth knowledge of hardware and troubleshooting of personal computers, printers and other commonly used peripheral devices.
Experience with Active Directory account creation, password resets, distribution groups and other AD functions.
Strong knowledge of Microsoft Exchange (including O365, EMS, and Azure)
Experience using remote desktop tools to support users
Experience to support Voice over Internet Protocol users and environment
Knowledge 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 activities
Education and Certifications:
Bachelor’s Degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience
As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including:
75% state paid medical insurance premium
Reasonable Dental and Vision Plans
Flexible Spending Account and Dependent Care Assistance programs
Low cost basic and optional life insurance
State Employees' Pension and a Deferred Compensation 457(b) plan
11 paid holidays per year and competitive Sick, Vacation and Personal Time
Tuition Benefit for employee and spouse at state colleges and universities
Long-Term Disability and Extended Illness program participation options
Incentive-based Wellness Programs
Professional Development and Continuing Education opportunities
Qualified Employer for Public Service Student Loan Forgiveness Program
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 and click on "Information for Job Applicants."
Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.
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.
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.
No substitution will be allowed for the one year of the required (B) experience.