Customer Service IT Support Representative

Job Title: Customer Service IT Support Representative (100% Remote in Boston, MA)

Duration: 03/16/2026 to 06/30/2026
Location: Boston, MA 02109
Pay Rate: $20.00 - $21.36 hourly on W2

Working Schedule: (8:45am - 5pm)

JOB SUMMARY

Short Description:

Seeks a highly motivated individual to provide IT Customer Service in support of the agency and its stakeholders.

Detailed Explanation of Duties & Responsibilities:

1. Triage incoming requests in ServiceNow for support needed in account set-up

1. Follow up with these support requests (over Service Now ticket updates or direct outgoing phone call) to understand extent of support request and to gather any additional information needed for issue resolution.

1. When appropriate merge accounts in the new LMS such that the account with the user's pre-provisioned data can be associated with their account.
2. As needed, provide basic user support for other key LMS activities (e.g. enrolling and taking a course)
3. Conduct outgoing phone calls for support requests, routed.
4. Background Record Check Contact Center for those educators who may be more comfortable conveying their support need over the phone.

Preferred Qualifications:

• Excellent customer support and service skills; background in IT customer service is a plus

• Ability to follow written and oral instructions

• Ability to exercise discretion in handling confidential information and to exercise sound judgment

• Strong attention to detail and organization

• Ability to maintain accurate records

• Comfort in learning and working within IT systems

• Proficiency in MS Office applications

• Knowledge of the organization of state government

• Bilingual skills preferred; comfortability with using technology for translation needs, i.e. G - Translate and a telephonic translation vendor the agency has access to.

I look forward to connecting soon!

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.