DOL Help Desk Specialist ITS87 20260722.docx

Specifications for ITS77 IT Staff Augmentation Posting ITS77 Category 1 Rate Card Title: Helpdesk Specialist Functional Job Title: DOL Modernization Helpdesk Specialist ☒New Posting ☐ RePosting: ☐ No suitable resumes received, reposted with no changes (please do not resubmit resumes)

☐Posting with same requirements as recent posting <enter COMMBUYS number or other unique identifier>, do not resubmit resumes submitted in response to that posting.

General Requirements:

CORI requirements: ☐After candidate selection ☐ Other (including special requirements):

Interview requirements: ☒Initial contact by phone, interview may be in person or video conference.

☐Other:

Maximum acceptable hourly bill rate: $60

May be filled PRIOR TO CLOSE DATE: ☒Yes ☐No

Maximum Allowed Differential (Bill Rate – Candidate Pay Rate / Candidate Pay Rate (see RFR Section 4.4.1.1 or Contract User Guide for definitions): 25%

Additional Resume Submission Specifications and Requirements:

· Total number of positions sought: 1

· Maximum number of resumes per ITS77 Vendor: 3

· All Bidders must complete line item on Candidate Bid Sheet for each resume submitted.

· ☒Resumes must be submitted via COMMBUYS ☒Respond via email to: Travis.Bell@mass.gov ☒Both of the above

· No phone calls please – email questions to: Travis.Bell@mass.gov

· Rates are all-inclusive (travel and any additional expenses are included in the rate)

Worksite Address: 1 Federal Street St., Boston, MA 02110 Remote work allowed? ☒Yes ☐No 100% remote work allowed? ☐Yes ☒No If other remote work arrangements, specify: The DOL is situated at 1 Federal Street in Boston, MA with working hours between 8:45am to 5pm, M-F. This role requires the person to be IN the office for part of the work week.

Engagement Length: 11 months (until end of FY26 – June 30, 2027) Renewable: ☒Yes ☐No Project(s) Duration: 1-2 years Hours per Week: 37.5 Other Schedule Related: This position must overlap with the working hours of the rest of the DOL team, which are 8:45am-5pm M-F, and occasionally requires after-hours or weekend work for vendor meetings, testing, product launches and deployments, and emergency system recovery.

Sample Questions:

Include answers to these questions on the Candidate Bid Sheet:

1. How many years of IT Helpdesk / end user support does the candidate have?

2. How many years of experience does the candidate have working within an IT environment?

3. Please list any relevant professional certifications the candidate has.

4. How many years of experience does the candidate have working in regulatory environments?

5. The candidate will be expected to support end users both virtual and in-person meetings among members of the DOL team and constituents. This activity will take place in the Boston office. Can you commit to being on site for 2-3 days/week?

Position Summary:

The Division of Occupational Licensure (DOL) is undertaking its highest-priority initiative: implementing a unified Salesforce Licensing, Permitting, and Inspection (LPI) system to streamline operations and deliver a modern digital experience. To drive this critical effort, DOL seeks a skilled Helpdesk Specialist to provide technical support via phone, Teams, email and internal systems to DOL staff members and constituents.

The Helpdesk Specialist provides Tier 1 technical support and application administration for the Division of Occupational Licensure’s software systems, including Salesforce-based platforms. This role combines help desk responsibilities with user support, system maintenance, and process improvement, all delivered with a strong customer service orientation.

Responsibilities:

· Administer and support the Salesforce platform and other Licensing, Permitting, and Inspection (LPI) software applications.

· Perform user account creation, deactivation, and permissions management.

· Provide technical support to internal users and members of the public using customer portals.

· Respond to inquiries from DOL staff and constituents via the support mailbox or other technical help channels.

· Troubleshoot and fix end user support problems – working to resolve them via phone, email and Teams.

· Escalate complex issues to Tier 2/3 or external support teams timely as needed.

· Create ad hoc reports based on business requirements using Salesforce or related tools.

· Participate in user acceptance testing and report findings according to established protocols. This may occasionally entail testing after hours and on weekends during system upgrades or maintenance windows.

· Assist in developing user training materials such as job aids and quick reference guides.

· Conduct data quality checks, de-duplication, and account merges to ensure system integrity.

· Document processes and contribute to business process improvement efforts.

· Perform other related duties and special projects, as assigned by your management team.

Preferred Knowledge, Skills & Abilities:

· 2–4 years of experience in a technical support, application support, or help desk role – working with internal users and customers.

· Experience administering or supporting Salesforce or similar enterprise systems (Salesforce Administrator certification preferred).

· Strong troubleshooting and problem-solving skills, with a focus on user satisfaction.

· Excellent communication skills with the ability to translate technical issues into plain language.

· Familiarity with Agile principles, QA processes, and basic reporting tools.

· Experience supporting both internal staff and external (public-facing) users preferred.

· Ability to manage multiple tasks and prioritize in a dynamic, team-oriented environment.

· Familiarity with Salesforce implementations and/or large cloud-based system deployments a major plus.

· Advanced proficiency with Microsoft Office 365, Teams, SharePoint Online, OneDrive.

· Experience working with Jira, Copado, and backup and archive tools strongly preferred.

Location Details This is a contract role and can be hybrid, with 2-3 days/week mandatory in the office in Boston – with the specific days defined by your manager.