Office Support Specialist II

4 weeks ago

Springfield, United States MASS Full time
The Department of Industrial Accidents (DIA) administers the Commonwealth's Workers' Compensation system, to ensure that employees who sustain an occupational injury or illness are provided with prompt, fair compensation and reasonable and necessary medical treatment while balancing the needs of employers and insurers.

The DIA is looking for an Office Support Specialist who is a self-starter with excellent interpersonal and communication (verbal and written) skills, who is empathetic and understanding, detail oriented, has time management and multitasking skills, and the ability to contribute and work productively as part of a team to o versee all office administrative functions.

The Office Support Specialist works under the direction of the Regional Manager to ensure all office and virtual proceedings operate efficiently. Responsibilities include managing front desk operations, answering all front desk phone calls, emails, and greeting all in-person visitors. Welcome and assist claimants, employers, insurers, vendors, IT professionals, attorneys, and other visitors by answering general questions and providing responses to requests for assistance.

Duties and Responsibilities (these are a general summary and not all inclusive)
  • Ensure reliable office coverage during office hours and all in-office dispute resolution proceedings.
  • Confirm office and virtual resources such as electronic equipment, multi-function machines, mailing machines, office supplies, virtual proceeding equipment and resources, telephones, voicemail, and network equipment are readily available.
  • Ensure all resources are operational for employees' use and for proceedings, including hearings and conferences, conciliations, and rehabilitation counseling sessions.
  • Provide prompt technical assistance to employees and the public as needed to resolve problems with all office equipment and technology.
  • Troubleshoot and resolve equipment and computer issues for employees working in office and teleworking.
  • Assist and troubleshoot if equipment malfunctions during in-office and virtual proceedings. Submit help desk tickets on behalf of staff members and act as a liaison with IT Department personnel to solve problems.
  • Assist internal and external users of DMS system in accessing and navigating the system, including the use of the office kiosk.
  • Keep a schedule of proceedings and coordinate party check-ins. Make referrals to DIA personnel and DIA units as necessary, including vocational rehabilitation, conciliation, etc. Support staff with communications and scheduling.

Preferred Qualifications:
  • Required to be highly proficient in MS Office applications and work well under pressure when required.
  • Considerable knowledge of business English, spelling, and arithmetic.
  • Familiarity with office computer systems and ability to effectively use word processing, spreadsheets, and database software programs.
  • Basic to moderate skills in MS Office, including but not limited to MS Word, Outlook and Excel.
  • Some knowledge of principles of office management and ability to apply this knowledge to manage problems.
  • Working knowledge of the operation and application of various office equipment.
  • Knowledge of agency, regulations, procedures and functions and ability to apply this knowledge to resolve office issues.
  • Ability to maintain complex records and to prepare periodic reports from such records.
  • Ability to develop and establish clerical procedures and operations from general instructions.
  • Ability to establish and maintain harmonious working relationships with other employees and a diverse public.

IN THE CASE OF A PROMOTIONAL OPPORTUNITY, THE SALARY PROVISIONS OF THE APPLICABLE COLLECTIVE BARGAINING AGREEMENT WILL BE UTILIZED FOR PLACEMENT WITHIN THE SALARY RANGE.

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

Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below:

Substitutions:

I. An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required experience.

II. An Associate's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.

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

Educational substitutions will only be permitted for a maximum of two years of the required experience.

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.

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