Vital Records Support Specialist

About the role

This position serves as the primary point of contact for the Help Desk, providing 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 escalating complex matters, when necessary, while maintaining a high level of responsiveness and professionalism.

Responsibilities

• 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.
• Collaborate with internal teams to identify documentation gaps and support efforts to resolve them through process improvement or staff guidance.
• Coordinate and respond to internal training requests, assisting with scheduling, materials, and follow-up support.
• 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.

Requirements

• Education and Experience requirements at this level consist of a bachelor's degree or an equivalent combination of education and experience, substituting one year of qualifying experience for each year of the required education.
• Applicants must be willing and able to perform all job-related travel normally associated with this position and possess a valid driver’s license.
• 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.

Qualifications

• 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.

Skills

• Understanding of vital records program workflows: registration, issuance, birth, death, fetal death, and order processing.
• 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.

Benefits

• Generous state paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• Retail Savings Plan with a generous match.
• 15 days of vacation and 15 days of sick leave the first year for full time employees.
• 11 paid holidays a year.
• Student Loan repayment options & tuition reimbursement.
• Employee discounts with a variety of companies and venders.
• Longevity Bonus for years of service.

Pay

The annual salary for this position is up to $49,000.00, based on education and experience.

Schedule

Primary Hours: 8am-5pm