Job Description

　　The Division of Apprentice Standards (DAS) is responsible for promoting, developing, and servicing registered apprenticeship programs in the Commonwealth of Massachusetts.

　　The Office Support Specialist II is the Team Lead and is key to the success and integrity of the Division of Apprentice Standards and will be responsible for supporting and maintaining customer service relations and implementing core administrative duties.

　　Major responsibilities include helping staff and sponsors navigate the ePlace Portal/Accela system through remote, in-person, internal and external trainings, information sessions and conferencing. The incumbent will provide support to existing DAS Teams and act as a resource for DAS processes and information dissemination to state, federal, and public entities. Other duties include support for the correct processing of applications and other customer requests; performing data entry; generating reports from DAS's database; maintaining database and file system; maintaining inventories; responding to telephone and email inquiries for the Division of Apprentice Standards; preparing correspondence; administratively supporting meetings and events; engaging in special projects and duties as assigned and suggested, and performing related duties as required.

　　Duties include but are not limited to:

　　As OSS Team Lead, assigns & prioritizes workflow, troubleshoots, assists with scheduled trainings and orientations, providing backup support for Senior Operations Coordinator. Responsible for supervisory oversight of OSS Team and tasks as assigned by SOC.Trains new OSS staff on database system and procedures; provides basic cross-training/overview for new and existing DAS staff members as needed, reviewing mailbox inquiries, sponsor verifications and folders, among other duties.Provides technical assistance and advice to persons both inside and outside the Agency on issues related to apprenticeship and regulatory requirements; refers questions involving specialized issues or information to the appropriate individuals, licensing boards and agencies.Creates, updates, and enhances training and Office Operations materials.Develops OSS Operations Manual in conjunction with SOC and Program Director.Works with DAS departments, state, and federal organizations/agencies to collect data and disseminate information as requested: generating system reports, investigating inquiries, responding to Public Records Requests.Acquires a working knowledge of the responsibilities of each DAS Team and supports their processes as feasible.Responds to sponsor/constituent telephone and email inquiries with exceptional customer service skills.Participates in special projects and working groups to accomplish agency objectives and goals.

　　Please submit a cover letter/letter of interest and resume with your application.

　　In accordance with the collective bargaining agreement, external candidates entering this position will start at the minimum salary.

　　In the case of a promotional opportunity, the salary provisions of the applicable collective bargaining agreement will be utilized for placement within the salary range.

　　Qualifications

　　First consideration will be given to those applicants that apply within the first 14 days.

　　Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below:

　　Substitutions:

　　I. An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required experience.

　　II. An Associate's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.

　　Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

　　Educational substitutions will only be permitted for a maximum of two years of the required experience.

　　Comprehensive Benefits

　　When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

　　Want the specifics? Explore our Employee Benefits and Rewards!

　　An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

　　The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.