Service Desk Agent

Service Desk Agent (260002OJ)

About the Operational Services Division (OSD)

The Operational Services Division (OSD) enables state government to obtain the goods and services it needs to serve the people of Massachusetts. OSD ensures that state procurements deliver best value and utilize fair, open, and competitive practices. The agency also helps thousands of businesses offer products and assistance to state agencies, local governments, and other public bodies – creating opportunities that contribute to economic growth and development.

We work at the nexus between government and business and are privileged to make connections that support both sectors.

Join our Dynamic Team

OSD's dynamic team is guided by the following values: SERVICE, PARTNERSHIP, CREATIVE-PROBLEM SOLVING and RESPONSIVENESS. Our flexible, hybrid work environment fosters work‑life balance and collaboration, allowing us to effectively serve our state agency and local government partners so they can achieve their goals on behalf of the people of Massachusetts.

You’ll be a great fit for our team if you believe in making state government work better, are forever curious and love building relationships and knowledge with partners in the public and private sectors. We look for people who are able to take initiative with a strong sense of urgency and enthusiasm, stay current on evolving policies, practices, industry and market trends, and consistently bring fresh ideas that contribute to a culture of innovation.

OSD Help Desk

The OSD Help Desk mission is to provide our customers with a centralized point of contact for responsive support. Our goal is to empower customers to use the OSD resources and tools. We strive to do this through education and removal of roadblocks through personalized and timely solutions utilizing teamwork and collaboration.

• Provide day‑to‑day support for the OSD Service Desk by responding to inquiries from buyers, vendors, and internal staff, delivering high‑quality customer service, and resolving or escalating issues as appropriate.
• Accurately document and track customer interactions using the SugarCRM Case Management system.
• Collaborate with cross‑functional teams to support OSD projects and initiatives.
• Deliver Tier II technical support for eProcurement platforms, including assisting users, resolving escalated issues, and testing system enhancements and fixes.
• Identify opportunities to streamline procurement processes and drive continuous improvement.
• Support the eProcurement solution by working with internal operations teams and the SaaS provider to identify, troubleshoot, and report system issues.
• Assist in quarterly release testing and develop internal tools and documentation to enhance Service Desk support.

• Ability to prioritize and manage multiple tasks effectively in high‑pressure environments.
• Quickly summarize complex issues and resolution for senior leadership.
• Proven communication abilities, both oral and written, are coupled with excellent problem‑solving and analytical skills.
• Strong analytical skills with a high level of efficiency and attention to detail.
• Proficient in MS Office.
• Proven experience with business requirements analysis, elicitation, verification, and methodology development.
• Demonstrated knowledge of the principles and practices used in the design, development, or implementation of state or local software and hardware solutions, systems, or products using EOTSS standard project methodology.
• Knowledge of the methods and techniques used in organizing work processes and functions to facilitate the use of modern software application.
• Ability to collaborate on creation of systematic and consistent requirement specifications in user‑friendly language.

Candidates should submit a resume and cover letter outlining their experience and interest in the position.

Applicants must have at least (A) three years of full‑time, or equivalent part‑time, professional experience in work simplification, management analysis, program analysis, methods analysis, economic analysis, fiscal analysis, financial analysis, budget analysis or in program…