Help Desk Analyst

Help Desk Analyst

The Help Desk Analyst provides 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.

Core 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.
• Program & System Analysis
• 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.

Training & Documentation

• 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.
• Program Consultation & Collaboration
• 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.

Additional Responsibilities

• Attend staff meetings, trainings, conferences, and public events to support DCY program initiatives.
• Prepare reports, maintain logs and record, and produce correspondence and documentation.
• Travel as needed for meetings, trainings, and program support activities.

Required Skill

• Prior experience working in a human services, customer service, or administrative support role.
• Some familiarity with state or county human services programs (e.g., childcare, children services).
• Experience using electronic documentation or case management systems
• Strong written and verbal communication skills.
• Strong organizational skills and ability to manage multiple tasks or deadlines