Job ID :
Company :
DC Government
Location :
Type :
Duration :
2/28/2018 or 3/15/2018+ may be hired directly
Salary :
Status :
Openings :
Posted :
22 Sep 2017
Job Seekers, Please send resumes to
Required Skills: HBX Helpdesk Specialist Entry, Tier 2 customer support, server, mainframe apps/hardware for DC Health Link. 

Job Description:

Tier 2 customer service position with the top health insurance exchange in the country. 1-5 years of experience.  Responds to and diagnoses problems through discussion with users.


This position provides tier 2 customer service assistance to individuals with questions about DC Health Link, the District's online health insurance marketplace. Requires customer service and technical skills to troubleshoot and resolve technical issues experienced by DC Health Link customers. Familiarity with online applications, excel, Salesforce is a plus.




  • Responds to and diagnoses problems through discussion with users.
  • Ensures a timely process through which problems are controlled.  Includes problem recognition, research, isolation, resolution, and follow-up steps.
  • Supervises operation of help desk and serves as focal point for customer concerns.
  • Provides support to end users on a variety of issues.
  • Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.

Minimum Education/Certification Requirements:

  • Bachelor’s degree in Information Technology or related field or equivalent experience.

Please use this table to list the skills noted in the Required/Desired section of the requirement.  In addition, please respond with the years of experience for each skill and the last time each skill was used.  Add or delete rows as necessary.




Overall IT Exp. (5 + yrs.)   









1-5 yrs. diagnosing and resolving end user computer/computer peripherals problems.  Required. 5 Years.



1-5 yrs. providing second-tier support to end users, server, or mainframe apps/hardware. Required. 5 Years.



1-5 yrs documenting, tracking and monitoring end user,  server, or mainframe apps, /hardware problems. Required. 5 Years.



Bachelor’s degree in IT or related field or equivalent experience. Required.



1-5 years assisting customers with on-line applications.  Highly desired.  5  Years.



1-5 years’ experience working with Salesforce.  Highly Desired.  3 years.



1-5 years call center experience. Desired.  5  Years.



1-5 years working with brokers or businesses on health insurance needs.  Desired.  3 Years.



1-5 years health insurance experience.  Desired.  3 Years.