Help Desk Specialist

4 days ago

Boston, United States Compunnel Inc. Full time

Key Responsibilities:

  • Provide customer support to licensees using eGov for license applications and renewals.
  • Identify and address error conditions; collaborate with users and technical staff to resolve issues.
  • Document significant problems and communicate them to relevant HPL personnel.
  • Develop, document, and enforce system standards as necessary.
  • Mentor junior team members.
  • Simulate and troubleshoot user issues.
  • Track phone calls and help desk inquiries.
  • Communicate with Local Program staff regarding system operations and help desk matters.
  • Train state staff in help desk operations as needed.
  • Review program and administrative manuals for technical and procedural accuracy.
  • Ensure continuous coverage of the help desk phone.
  • Test the licensure renewal system to ensure proper functionality.
  • Stay informed about system and procedural changes to effectively inform and train Local Program staff.
  • Contribute to survey creation/modification processes and conduct related testing.
  • Perform other duties related to the HPL licensing help desk.


Qualifications:

  • Prior experience in a help desk or customer service role.
  • Familiarity with eLicensing platforms or similar systems.
  • 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 peripherals.
  • 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 general reporting methods.

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