The Massachusetts Department of Public Health (DPH) seeks an experienced systems support and customer service professional to serve as the WIC Program Help Desk Technician. As an essential member of the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC Program), you will be instrumental in the program’s efforts to support our WIC participants with benefit redemption and to provide technical assistance and training to our local WIC staff with the operation of the WIC Management Information System (MIS) Eos application and other key technology solutions to certify participants and issue benefits.

You will play a pivotal role in providing guidance to local WIC staff on the proper use of Eos for benefits and case management, as well as computer, peripheral, and data communication operations. You will be the first point of contact for WIC participants encountering issues with their WIC Card and benefits redemptions. You will engage and coordinate with our Help Desk colleagues and all other WIC units, local program staff, retail stores, and technology partners. You will also provide support to the team that manages WIC technology solutions.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

Provide phone support for Help Desk inquiries from 600 users (31 WIC Local Program Directors, Assistant Directors, Program Assistants, and Nutrition Assistants at 118 locations throughout Massachusetts) and 85,000 WIC households.Solve problems and provide assistance, information, and training regarding the operation of the Eos Application. Support areas include benefits production for WIC clients, data accountability, system operations, reports, software, hardware, WIC policy and procedures. Inform WIC state office staff of any issues.Provide technical assistance and communication to local programs regarding all client services and operations: Certification, Benefit Issuance, and Reports. Answer questions, diagnose and solve problems, triage calls to a technical expert, and document accordingly.Support WIC participants with benefit availability, PIN resets, product authorization status, and use of the WICShopper app. Connect participants with local WIC programs for enrollment and certification needs.Communicate with the Vendor Unit as needed to support participants or local programs requiring assistance with retailers or WIC transactions.Coordinate with the Helpdesk Supervisor and other units on ongoing issues affecting the provision of benefits to clients.Respond to local program and participant calls in a timely, efficient, professional, and courteous manner. Provide accurate responses or make appropriate referrals. Utilize interpreter services as needed.Participate in the preparation of written descriptions of Help Desk procedures for use by other Help Desk staff.Review program and administrative manuals for accuracy and effectiveness as training materials. Contribute to the development of training materials related to Eos functionality, reports, and related procedures.Stay well informed of changes in systems and procedures to inform and train Local Program staff. Participate in statewide and ad-hoc meetings to provide input and gather feedback related to Help Desk technical assistance and training.

Required Qualifications:

Ability to understand and apply the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned unit activities.Skill to analyze and determine the applicability of data, to draw conclusions and make appropriate recommendations.Aptitude for establishing rapport with others and working in group and team settings.Capable of exercising sound judgement and discretion in handling confidential information.Talent with written and oral instruction, making effective oral presentations, and conducting training or instruction.

Preferred Qualifications:

Working knowledge of the Massachusetts WIC Program at the federal, state, and local level.Expertise in the utilization of the WIC MIS Eos application and WIC Direct system.Experience in providing exemplary customer service, utilizing conflict resolution methodology, and conveying information in a user-friendly manner. Experience using the Five9 platform.Proficient with the Microsoft Office Suite, particularly Microsoft Word, PowerPoint, Teams, and Excel.

About the WIC Program:

The Massachusetts WIC Program is a state and federally funded health and nutrition program serving low- to moderate-income women, infants and children under five with-or at risk of developing-nutrition related health problems. Designed to influence lifetime nutrition and health behaviors, WIC provides dietary assessments, nutrition education and counseling, nutritious foods prescribed for the individual by a nutritionist, and referrals to other health and social services. WIC also provides immunization screening and distributes coupons for fresh produce redeemable at Farmers’ Markets.

The Massachusetts WIC Program is part of the Nutrition Division within the Bureau of Family, Health and Nutrition, of the Department of Public Health.

More information can be found at: www.mass.gov/wic

DPH Mission and Vision:

The mission of the Massachusetts Department of Public Health (DPH) is to promote and protect health and wellness and prevent injury and illness for all people, prioritizing racial equity in health by improving equitable access to quality public health and health care services and partnering with communities most impacted by health inequities and structural racism.

We envision a Commonwealth with an equitable and just public health system that supports optimal well-being for all people in Massachusetts, centering those with systemically and culturally oppressed identities and circumstances.

Pre-Hire Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visithttp://www.mass.gov/hhs/cori

Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Record Law and may be published on the Commonwealth's website.

If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the ADA Reasonable Accommodation Request Form.

For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800- 510-4122 Ext. #4

The Massachusetts Department of Public Health (DPH) seeks an experienced systems support and customer service professional to serve as the WIC Program Help Desk Technician. As an essential member of the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC Program), you will be instrumental in the program’s efforts to support our WIC participants with benefit redemption and to provide technical assistance and training to our local WIC staff with the operation of the WIC Management Information System (MIS) Eos application and other key technology solutions to certify participants and issue benefits.

You will play a pivotal role in providing guidance to local WIC staff on the proper use of Eos for benefits and case management, as well as computer, peripheral, and data communication operations. You will be the first point of contact for WIC participants encountering issues with their WIC Card and benefits redemptions. You will engage and coordinate with our Help Desk colleagues and all other WIC units, local program staff, retail stores, and technology partners. You will also provide support to the team that manages WIC technology solutions.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

Provide phone support for Help Desk inquiries from 600 users (31 WIC Local Program Directors, Assistant Directors, Program Assistants, and Nutrition Assistants at 118 locations throughout Massachusetts) and 85,000 WIC households.Solve problems and provide assistance, information, and training regarding the operation of the Eos Application. Support areas include benefits production for WIC clients, data accountability, system operations, reports, software, hardware, WIC policy and procedures. Inform WIC state office staff of any issues.Provide technical assistance and communication to local programs regarding all client services and operations: Certification, Benefit Issuance, and Reports. Answer questions, diagnose and solve problems, triage calls to a technical expert, and document accordingly.Support WIC participants with benefit availability, PIN resets, product authorization status, and use of the WICShopper app. Connect participants with local WIC programs for enrollment and certification needs.Communicate with the Vendor Unit as needed to support participants or local programs requiring assistance with retailers or WIC transactions.Coordinate with the Helpdesk Supervisor and other units on ongoing issues affecting the provision of benefits to clients.Respond to local program and participant calls in a timely, efficient, professional, and courteous manner. Provide accurate responses or make appropriate referrals. Utilize interpreter services as needed.Participate in the preparation of written descriptions of Help Desk procedures for use by other Help Desk staff.Review program and administrative manuals for accuracy and effectiveness as training materials. Contribute to the development of training materials related to Eos functionality, reports, and related procedures.Stay well informed of changes in systems and procedures to inform and train Local Program staff. Participate in statewide and ad-hoc meetings to provide input and gather feedback related to Help Desk technical assistance and training.

Required Qualifications:

Ability to understand and apply the laws, rules, regulations, policies, procedures, specifications, standards, and guidelines governing assigned unit activities.Skill to analyze and determine the applicability of data, to draw conclusions and make appropriate recommendations.Aptitude for establishing rapport with others and working in group and team settings.Capable of exercising sound judgement and discretion in handling confidential information.Talent with written and oral instruction, making effective oral presentations, and conducting training or instruction.

Preferred Qualifications:

Working knowledge of the Massachusetts WIC Program at the federal, state, and local level.Expertise in the utilization of the WIC MIS Eos application and WIC Direct system.Experience in providing exemplary customer service, utilizing conflict resolution methodology, and conveying information in a user-friendly manner. Experience using the Five9 platform.Proficient with the Microsoft Office Suite, particularly Microsoft Word, PowerPoint, Teams, and Excel.

About the WIC Program:

The Massachusetts WIC Program is a state and federally funded health and nutrition program serving low- to moderate-income women, infants and children under five with-or at risk of developing-nutrition related health problems. Designed to influence lifetime nutrition and health behaviors, WIC provides dietary assessments, nutrition education and counseling, nutritious foods prescribed for the individual by a nutritionist, and referrals to other health and social services. WIC also provides immunization screening and distributes coupons for fresh produce redeemable at Farmers’ Markets.

The Massachusetts WIC Program is part of the Nutrition Division within the Bureau of Family, Health and Nutrition, of the Department of Public Health.

More information can be found at: www.mass.gov/wic

DPH Mission and Vision:

The mission of the Massachusetts Department of Public Health (DPH) is to promote and protect health and wellness and prevent injury and illness for all people, prioritizing racial equity in health by improving equitable access to quality public health and health care services and partnering with communities most impacted by health inequities and structural racism.

We envision a Commonwealth with an equitable and just public health system that supports optimal well-being for all people in Massachusetts, centering those with systemically and culturally oppressed identities and circumstances.

Pre-Hire Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visithttp://www.mass.gov/hhs/cori

Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Record Law and may be published on the Commonwealth's website.

If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the ADA Reasonable Accommodation Request Form.

For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800- 510-4122 Ext. #4

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in teaching, instructing or training work which included the planning, development or implementation of educational or employee training programs as a major duty, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor's degree with a major in education may be substituted for a maximum of two years of the required (A) experience

II. A Graduate degree with a major in education may be substituted for the required experience.

Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in teaching, instructing or training work which included the planning, development or implementation of educational or employee training programs as a major duty, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor's degree with a major in education may be substituted for a maximum of two years of the required (A) experience

II. A Graduate degree with a major in education may be substituted for the required experience.

Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.