Job Title: Helpdesk / Customer Support Specialists Job Location: (only Onsite , NO REMOTE) 133 State Drive, Montpelier VT Job Description; Duration: Expected to last until at least the end of 2025 (possible extension based on State needs) • State is establishing a help desk before system launch • Team will include a Customer Support Desk Manager, one permanent Customer Support Specialist, and four (4) temporary specialists Key Responsibilities • Provide internal and external customer support for the new E-Procurement System • Take calls and respond to emails • Help users troubleshoot issues within the system • Assist with the training program • Attend all VTBuys training sessions to learn the system thoroughly Required Qualifications • Considerable help desk/call center experience • Ivalua Software experience. • Advanced PC and network troubleshooting skills • Knowledge of interfaces • Thorough knowledge of help desk software and procedures • Ability to troubleshoot, analyze issues, and recommend effective solutions independently • Working knowledge of training principles and practices • Knowledge of public relations principles and practices • Strong ability to interpret and apply federal, state, and departmental policies • Excellent oral and written communication skills • Ability to establish and maintain effective working relationships Performance Expectations • Successfully execute and complete work on time, within scope, and within budget • Behave and perform in a professional manner • Follow State-approved principles and quality standards • Replacement may be required for unprofessional conduct, illegal activities, underperformance, or disruptive behavior State Support • Will provide an introductory process • Will assign work and set schedules • Will provide high-level oversight and performance feedback • Will establish the invoice process and approve invoices • Will provide necessary resources • Will resolve issues.