Help Desk Analyst

Job Summary:

The Help Desk Analyst in Columbus, OH provides Tier 1 technical support and program assistance for statewide child-serving systems. This role involves helping users navigate multiple automated platforms, resolving technical issues, ensuring secure access, and supporting the implementation of program policies to enhance service delivery for providers and county staff. Responsibilities:

• Provide Tier 1 help desk support via phone, email, web inquiries, and live chat.
• Assist users with system navigation, payment processing questions, and troubleshooting known issues.
• Support the development and implementation of provider agreements ensuring policy compliance.
• Validate user identity, set up secure passcodes, and manage access agreements following security protocols.
• Notify providers of approval or denial of agreements and document outcomes.
• Analyze payment processing errors and recommend corrective actions.
• Review system and process efficiencies to identify improvement opportunities.
• Provide user feedback to support system enhancements and issue resolution.
• Develop written correspondence addressing inquiries from staff and providers.
• Assist in developing and delivering training materials and sessions.
• Create and maintain system documentation, procedures, and user guides.
• Support users in understanding system requirements and best practices.

Required Skills & Certifications:

• Experience providing Tier 1 technical support in a help desk environment.
• Strong communication skills for assisting diverse user groups.
• Ability to follow security protocols for user identity validation and access management.
• Familiarity with payment processing and issue analysis.
• Competency in creating training materials and user documentation.
• Basic knowledge of child-serving systems or related program environments preferred.

Preferred Skills & Certifications:

• Experience with statewide or government automated systems.
• Prior work supporting child-serving providers or county staff.
• Certifications related to help desk support or IT service management (e.g., HDI, ITIL).
• Advanced troubleshooting and system analysis skills.

Special Considerations:

• Strict adherence to security and privacy protocols for sensitive information.
• Ability to handle multiple communication channels including phone, email, and live chat.
• Work requires attention to detail in compliance with established policies and procedures.

Scheduling:

• Regular work hours from 8:00 AM to 5:00 PM EST.
• Position duration is 12+ months with possibility of extension.