Help Desk Specialist - Vital Records

Job TitleJob Description Required Education: High School Diploma or equivalent Preferred Education: Bachelor's degree in Public Health, Information Management, or related field Required Experience: Education and Experience requirements at this level consist of a bachelor's degree and one year of experience or an equivalent combination of education and experience, substituting one year of qualifying experience for each year of the required education. Preferred Experience: Experience in investigative troubleshooting and user support, particularly in a help desk or technical assistance setting Familiarity with Vital Records workflows, including registration, issuance, and amendment processes for birth, death, and fetal death records Strong analytical skills with the ability to identify gaps, resolve issues, and contribute to process improvement Comfort working in a dynamic, service-oriented environment with multiple stakeholders and competing priorities Application Requirements: If education, certification, or licensure is required to meet qualifications, applicants must provide documentation at the time of application. All applicants are subject to a background check and must be legally authorized to work in the United States without visa sponsorship. Valued Knowledge, Skills and Abilities Strong understanding of vital records program workflows: registration, issuance, birth, death, fetal death, and order processing Proven problem-solving skills focused on workflow reliability, user experience, and compliance Excellent communication skills, with the ability to translate technical and procedural concepts for diverse internal and external stakeholders Adaptability to manage competing priorities in a complex, dynamic environment Commitment to responsive service delivery and proactive issue resolution across multiple operational areas Job Summary: This position serves as the primary point of contact for the Help Desk; this position provides frontline support to users navigating the ROVER and other Vital Records tools. Responsibilities include monitoring and responding to inquiries, troubleshooting access and usage issues, and, when necessary, escalating complex matters while maintaining a high level of responsiveness and professionalism. The specialist works closely with internal teams to identify documentation gaps, initiate resolutions, and support continuous improvement across operational processes. The role also contributes to training coordination, ROVER compliance monitoring, and stakeholder communication, helping to ensure reliability, responsiveness, and integrity throughout the Vital Records Program. Job Duties: Serve as the primary point of contact for the Vital Records Help Desk, providing timely and accurate support to internal staff and external stakeholders using the ROVER and other program tools. Monitor and respond to incoming requests across operational areas, including onboarding, offboarding, training, data quality, and platform support. Assess each request and either assign it to the appropriate resource or take ownership of resolving it directly, ensuring consistent follow-through and resolution. Troubleshoot access, usage, and workflow issues, escalating complex matters when necessary. Coordinate and respond to internal training requests, assisting with scheduling, materials, and follow-up support. Collaborate with internal teams to identify documentation gaps and support efforts to resolve them through process improvement or staff guidance. Participate in the development and delivery of resources, including webinars, virtual sessions, and written guides. Conduct user testing of platform updates and enhancements; document findings and contribute to user-facing materials such as manuals and process guides. Maintain awareness of current workflows and platform functionality to ensure accurate support and guidance. Ensure compliance with applicable regulations and standards related to data accuracy, integrity, and reporting. Support cross-functional projects and initiatives, contributing to continuous improvement efforts across the Vital Records Program. Provide administrative and programmatic support to leadership and other team members as needed. Perform other duties as assigned, including special projects related to service delivery, documentation, and operational efficiency. Being present in the office is an essential function of this job. Other duties as assigned. Other Duties Demonstrate understanding of and commitment to the organization's mission, values, policies, confidentiality standards, and ethical guidelines. Work collaboratively in a team environment, supporting and assisting colleagues to achieve shared goals. Rose International