Help desk

Provide level 1 help desk customer support to assist licensees using BHPL eLicensing application to apply for / renew health profession licenses
Triage incoming issues to determine appropriate actions (immediate resolution, escalation, etc.)
Utilize internal ticketing system 
Communicate, and enforce system standards as necessary
Simulate and troubleshoot user problems
Train other state staff in operation of the Help Desk as needed
Ensure Help Desk phone is not left unattended
Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes
Participate in daily team standup 
Perform other duties related to HPL eLicensing helpdesk.

QUALIFICATIONS:

3+ years of experience working as a business application customer help desk specialist
Identify / troubleshoot / escalate / resolve issues
Excellent verbal communication skills
Excellent Telephone and interpersonal skills
Excellent organizational skills
Proficiency using Microsoft Project, Microsoft Office 365, Microsoft Teams and Atlassian JIRA
Analytical thinking skills
Strong follow-up skills
Ability to work effectively both as an individual and as a team member
Ability to get up to speed quickly