The Massachusetts Department of Public Health (DPH) is seeking an incumbent to provide research, data tracking and analysis to our Information Technology (IT) Operations program at the Bureau of Infectious Disease and Laboratory Sciences (BIDLS). The position will receive, create, and process IT documents related to network access requests and equipment issues by monitoring electronic mail. The position will be responsible for the accuracy of data and generation of reports and documents from IT databases following established processes and protocols.

Secondary duties will be providing support to the Operations department as well as BIDLS. These duties will include switchboard and phone coverage and collection and distribution of BIDLS mail within the Massachusetts State Public Health Laboratory (MASPHL) main tower. This incumbent will develop and maintain a filing and tracking system for incoming phone calls and mail deliveries and monitor/record trends in the volume and consistency of incoming inquiries to enable the department to effectively react to workload changes.

Duties and Responsibilities (these duties are a general summary and not all inclusive): 

  • Initiate and process all IT help desk requests for staff. Follows up with both internal stakeholders and EHS IT staff to ensure that IT-related incidents and tickets are addressed in a timely manner and appropriately.
  • Collaborates with BIDLS staff to prepare all IT request forms/documents for accuracy, consistency, and completeness. Responsible for delivering excellent customer service to internal staff that are navigating the IT incident process.
  • Maintain and update the BIDLS employee database using various reports to ensure accuracy and completeness. Accesses and updates confidential information and adheres to all DPH data protection policies.
  • Create and maintain electronic BIDLS IT-related files and IT ticket tracking spreadsheet by merging, purging, updating, and moving documents, data and records associated with BIDLS IT-related inquires and individual incident tickets under supervisory review.
  • Responsible for entering IT ticket information into Smartsheet and ensuring that status of each incident is accurate and updated in a timely manner.
  • Maintains electronic data files and information in appropriate drives/Smartsheet database for all IT forms completed and submitted. Monitors trends in incidents and reports patterns to supervisor.
  • Audits and cleans data in BIDLS Employee Database on a recurring basis to ensure that employee records are accurate. Compile and triage data from public and confidential sources.
  • Monitor shared IT inquiry inboxes, process/triage requests of a routine nature, and escalates complex requests to supervisor.
  • Submit reports and documentation for internal dissemination to provide necessary updates to internal stakeholders through providing input to standard IT Operations newsletter and non-standard IT Operations all-staff notices.
  • Develop and maintain a filing and tracking system for incoming phone calls to BIDLS within Smartsheet. Monitors and record trends in the volume and consistency of incoming inquiries to enable the department to effectively react to workload changes.
  • Acts as first point of contact and represents the Bureau to the public by providing customer service on behalf of BIDLS to the public and other stakeholders. The incumbent provides basic information to external parties in response to external inquires of a routine nature. Incumbent to triage complex phone calls to the appropriate program/contact.
  • Perform basic analysis, prepare reports and related documentation to present research outcomes and to respond formally to records and information requests.
  • Responsible for collection and distribution of incoming BIDLS mail within the MASPHL mail tower.
  • Ensure that confidentiality procedures are adhered to and followed appropriately.
  • Gives input concerning IT and operations efficiencies, procedures, and equipment.
  • Perform administrative support duties related to work unit programs and services as assigned.

Required Qualifications: 

  • Knowledge of how to conduct research by retrieving information from electronic and hard files.
  • Understanding of basic administrative processes, practices, and procedures.
  • Demonstrated knowledge of laws, rules and regulations pertaining to records retention and the release of information.
  • Ability to use information technology resources, formulas, and analytical tools to generate reports, letters, memoranda, and related business documents.
  • Capacity to communicate effectively with colleagues, superiors, and the public via oral and written means.
  • Means to show discretion and maintain the confidentiality of sensitive information.
  • Capability to summarize how research and analytical information was obtained through summary statistics or visuals.

Preferred Qualifications: 

  • Computer proficiency and ability to understand and use functions in Microsoft Office Suite applications.
  • Experience using Smartsheet, a software as a service (SaaS) platform.
  • Experience in a customer service environment.

About the Bureau of Infectious Disease and Laboratory Sciences (BIDLS): 

The DPH Bureau of Infectious Disease and Laboratory Sciences (BIDLS), predominantly located in Jamaica Plain, provides public health response to infectious disease. These services include programmatic and epidemiologic response, as well as laboratory testing through the State Public Health Laboratory (SPHL).

Infectious disease response services address concerns of the general public as well as those disproportionately affected by infectious disease through a variety of risk factors. BIDLS administers ongoing disease reporting for over 90 reportable diseases in the state. Disease reporting review and follow-up with clinical providers and local boards of health is a central function of the bureau. Surveillance activity is complemented by an extensive contracted service system. These services are funded through state and federal resources and include prevention education, community outreach screening for infectious disease, immunization services, health service navigation, medical case management, insurance enrollment, housing assistance, and referral and linkage to infectious disease treatment.

The SPHL provides scientific expertise and capacity to identify infectious agents, chemical agents, and other toxins that cause human disease. The SPHL is an active partner in joint activities with other bureaus/agencies such as environmental health, food and drug, agriculture, disease prevention and health promotion programs, and public safety. The SPHL is a reference laboratory of the national Laboratory Response Network (LRN) and is a U.S. Centers for Disease Control and Prevention (CDC) Select Agent laboratory. SPHL staff work closely with laboratory and disease prevention programs at the CDC, and partners with the U.S. Department of Homeland Security (DHS).

About the Department of Public Health:

The mission of the Massachusetts Department of Public Health (DPH) is to prevent illness, injury, and premature death, to assure access to high quality public health and health care services, and to promote wellness and health equity for all people in the Commonwealth.

We envision a Commonwealth in which all people enjoy optimal health. Massachusetts ranks among the healthiest of states according to comparative analyses, but we face numerous challenges, including chronic and infectious disease, substance abuse, violence, preventable hospitalizations, and health disparities.

DPH coordinates programs and policies to address specific diseases and conditions and offer services to address the needs of vulnerable populations. We also develop, implement, promote, and enforce regulations and policies to assure that the conditions under which people live are most conducive to health and enable people to make healthy choices for themselves and their families. We license health professionals, healthcare facilities and a variety of businesses that impact public health. We operate the state laboratory and four public health hospitals. We monitor health status and manage vital records including births, marriages and deaths. We educate people about public health issues and work closely with local boards of health and community partners to identify and solve public health problems.

More information can be found at: MA Department of Public Health​

Pre-Hire Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori 

Education, licensure, and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the   Reasonable Accommodation Online Request Form

For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800- 510-4122 Ext. #2.


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


Applicants must have (A) at least two (2) years of full-time, or equivalent part-time, administrative, professional or technical experience in work involving research, data analysis, compliance, records management or program administration, or (B) any equivalent combination of the required experience and the substitutions below.

Incumbents may be required to have a current and valid motor vehicle driver’s license at a class level specific to assignment.


I. A Bachelor’s degree or higher in a related field may be substituted for 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!

Executive Order #595: As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption.

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.

Official Title: Research Analyst I
Primary Location: United States-Massachusetts-Boston-305 South Street
Job: Information Systems and Technology
Agency: Department of Public Health
Schedule: Full-time
Shift: Day
Job Posting: Mar 13, 2023, 4:13:29 PM
Number of Openings: 1
Salary: 54,167.36 – 76,636.30 Yearly
If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Sandra Semedo / Sandra.C.Semedo@mass.gov – 6173524250
Bargaining Unit: 06-NAGE – Professional Admin.
Confidential: No
Hybrid Work Eligible: Yes

About Bureau of Infectious Disease and Laboratory Sciences (DPH)

The DPH Bureau of Infectious Disease and Laboratory Sciences (BIDLS), predominantly located in Jamaica Plain, provides public health response to infectious disease. These services include programmatic and epidemiologic response, as well as laboratory testing through the State Public Health Laboratory (SPHL).