DOL ITS87 Modernization Helpdesk Specialist RFQ

The Massachusetts Department of Labor is requesting quotes for one Helpdesk Specialist position through the ITS77 IT Staff Augmentation contract vehicle, with quotes due August 17, 2026 and no phone calls or emails permitted. The engagement is for 11 months through June 30, 2027, supporting DOL's Salesforce Licensing, Permitting, and Inspection (LPI) system implementation.

The Helpdesk Specialist will provide Tier 1 technical support and application administration via phone, Teams, email, and internal systems to internal staff and constituents. Responsibilities include Salesforce platform administration, user account and permission management, end-user troubleshooting, ad hoc reporting, user acceptance testing participation, training materials development, data quality checks, and business process improvement contributions. The role requires 37.5 hours per week on-site at 1 Federal Street, Boston, MA 02110, with mandatory on-site presence of 2–3 days per week and occasional after-hours or weekend work for testing, product launches, and emergency system recovery. Working hours are 8:45 a.m. to 5:00 p.m., Monday through Friday.

The maximum acceptable hourly bill rate is $60, with a maximum allowed differential of 25% between bill rate and candidate pay rate; all rates are inclusive of travel and expenses. Vendors may submit a maximum of three resumes per posting. Preferred qualifications include 2–4 years of technical support or help desk experience; Salesforce Administrator certification; strong troubleshooting and problem-solving capabilities; advanced Microsoft Office 365 proficiency; and experience with Jira, Copado, and backup and archive tools. CORI requirements apply after candidate selection. Resumes must be submitted via COMMBUYS with completed line items on the Candidate Bid Sheet. All questions are directed to Travis.Bell@mass.gov.