Help Desk Specialist

RESPONSIBILITIES:
Kforce has a client in need of a Help Desk Specialist located in Boston, MA.

Responsibilities:
* Provide help desk customer technical support to assist licensees
* Determine appropriate response to error conditions
* 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

REQUIREMENTS:
* 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
* To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
* Relevant education and/or training will be considered a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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