Help Desk Support

JOB TITLE: Help Desk Support JOB LOCATION: Quincy MA WAGE RANGE*: $40-$43 JOB NUMBER: ITS77-EHS-FY26-HELP DESK-001 REQUIRED EXPERIENCE:Should have experience with Microsoft Office applications Excellent communications skills Excellent organizational skills Experience with web application support Ability to multi-task Effectively coordinate between multiple teams Customer Service background Data analytical skills Knowledge of JIRA software preferredMust have worked in or be familiar with an IT environment and can assimilate and understand technical concepts Minimum (2) years of helpdesk or user provisioning experience Able to handle multiple concurrent priorities with little direction and meet established timeline Strong written and oral communication skills Strong interpersonal skills, including the ability to work across the organization with different departments and application teams Preferred experience in public sector/HHS IT JOB DESCRIPTION: The Commonwealth's Executive Office of Health and Human Services (EOHHS) is looking for an Operations Support Analyst to support the activities of the Virtual Gateway services. The Virtual Gateway (VG) is the centralized portal for EOHHS that consolidates information and online services in a single online site, making it easier to connect the public, clients, providers, and agency staff to critical health and human services programs and information. The individual hired for this position will support the onboarding/offboarding of users and organizations specific to VG and other EOHHS applications.Maintain professional interaction with internal IT and business teams, management, provider organizations, and end users. Onboard organizations to Organization Management System and users to VG Security System. Clean up user records as needed. Add New Applications to VG Organization Management System based on releases. Deploying new roles as needed during an application deployment. Validate and process New or Existing Organization requests as part of VG onboarding process. Validate and process User Request Forms (URFs) submitted by the appropriate Access Administrator (AA). Process URFs either manually or in bulk fashion. Assist as Tier 2 customer service with VG related issues. Merge VG accounts based on end user requests. Run reports as requested by either business or provider organizations. Communication out to business contacts about system outages and downtime. Post notifications on the Virtual Gateway Portal, as requested. Assist Release Management and other Shared Service teams in documenting all production incidents/issues. Migrate users from existing systems. Perform mass updates on user in either a decommission task or other required tasks. Share responsibilities from other areas managed by the VG Operations team, as necessary. When needed, participate in data analysis and management, perform data cleansing, de-duplication and harmonization of data received from, and potentially used by multiple systems. Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities * While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.