IT Support Representative
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
1 hour ago
Vacancies:
1 Vacancy
Job Summary
IT Support Representative (Remote)
Location: Boston MA 02109
Work Type: Remote
Duration: 3 Month Contract
Schedule: Monday - Friday 8:45 AM - 5:00 PM
Position Overview
We are seeking a motivated IT Support Representative to provide Tier 1 technical and customer support for a Massachusetts state agency focused on early education and care services.
In this role you will assist users with account setup troubleshooting requests and Learning Management System (LMS) support while ensuring a high level of customer service and accurate documentation.
Key Responsibilities
Triage incoming support requests through ServiceNow for account setup and technical assistance
Follow up with users via ticket updates email or phone to gather information and resolve issues
Provide Tier 1 IT support for user account access and system inquiries
Assist with Learning Management System (LMS) tasks such as account merging course enrollment and general user support
Handle incoming and outgoing support calls through the agency contact center
Maintain accurate records of support requests and issue resolutions
Collaborate with internal teams to ensure timely issue resolution and customer satisfaction
Maintain confidentiality and follow all organizational policies and procedures
Required Qualifications
Strong customer service and communication skills
Ability to follow written and verbal instructions
Strong attention to detail and organizational skills
Ability to handle confidential information with discretion
Comfortable learning and working within IT systems and support platforms
Preferred Qualifications
Experience in IT customer service or technical support
Familiarity with ServiceNow or ticketing systems
Proficiency in Microsoft Office (Word Excel Outlook)
Bilingual skills and ability to use translation tools when assisting users
Knowledge of state government operations
Required Skills:
Triage
Key Skills
- Baan
- English Language
- Ideas
- Access
- Games
- Application Management
