Help Desk Analyst

Position: Contract Help Desk Analyst Pay Rate: $30-$35 an hour Location: Onsite in Quincy, MA Our client is looking for an Operations Support Analyst to support the activities of the Virtual Gateway services. The Virtual Gateway (VG) is the centralized portal 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 applications. This is a contract position. The position is onsite in Quincy, MA. The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST. JOB DUTIES (Detailed Statement of Duties and Responsibilities): 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. REQUIRED SKILLS (Special Skill Set, Abilities, Knowledge): 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 preferred QUALIFICATIONS (Years’ Experience, Certificates): Must 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

Created: 2025-10-03