Help Desk Analyst

Overview:

Engagement Type

Contract

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 records, and produce correspondence and

documentation.

- Travel

as needed for meetings, trainings, and program support activities. Required/Desired Skills

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

Skills:

• 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