Help Desk Analyst

About the Role

This role is for our client in the our client sector. The Help Desk Analyst will provide Tier 1 technical assistance and program support for statewide child-serving systems. This role helps providers and county staff navigate systems, resolve issues, ensure secure access, and support the implementation of program policies across multiple automated platforms.

Key Responsibilities

• Provide Tier 1 help desk support to child-serving providers and county staff via phone, email, web inquiries, and live chat.
• Assist users with system navigation, payment processing questions, known system issues, and reporting potential defects.
• Support development and implementation of provider agreements, ensuring compliance with established policies, rules, and business procedures.
• Validate user identity, set up secure passcodes, and establish access agreements to child-serving portals following security protocols.
• Notify providers of approval or denial of Provider Agreements and document outcomes.
• Analyze payment processing errors and recommend corrective actions.
• Review system-related and non-system-related processes to identify opportunities for improved efficiency and effectiveness.
• Provide user feedback to support system enhancements and issue resolution.
• Develop written correspondence to address inquiries from state and county staff and providers.
• Assist in developing training materials and deliver training sessions for state and county staff and child-serving providers.
• Create and maintain system documentation, procedures, and user guidance materials.
• Support users in understanding system requirements, processes, and best practices.
• Serve as a liaison with County Departments of Job and Family Services (CDJFS), child-serving program staff, state agencies, and community providers.
• Stay current on program policy changes and ensure system support aligns with updated requirements.
• Develop evaluation criteria and participate in assessing program effectiveness.
• Contribute program expertise to discussions on system improvements and policy implementation.
• Attend staff meetings, trainings, conferences, and public events to support DCY program initiatives.
• Prepare reports, maintain logs and records, and produce correspondence and documentation.
• Travel as needed for meetings, trainings, and program support activities.

Required Skills & Experience

• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong analytical and problem-solving skills.
• Ability to maintain confidentiality and handle sensitive information.
• 2+ years of experience in a help desk or customer support role.
• Experience working with automated platforms and systems.
• Knowledge of program policies and procedures.

Tools & Technologies

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Automated platforms and systems.
• Live chat software.
• Phone and email communication tools.

Work Schedule & Duration

• Full-time, remote position.
• Contract length: 11 months.
• Work arrangement: Remote.

Interview Process

The process typically includes an initial screening followed by a technical interview via Teams.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States