Help Desk Analyst

viva is hiring a Help Desk Analyst to deliver Tier 1 technical assistance and program support for statewide child-serving systems. This remote role supports providers and client staff as they navigate automated platforms, resolve day-to-day issues, and follow security and program policies.

Working across phone, email, web inquiries, and live chat, the Help Desk Analyst helps users complete critical tasks, troubleshoot problems, and contribute feedback that improves system performance and program implementation.

Responsibilities

• Provide Tier 1 help desk support to child-serving providers and client 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 the 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 in line with security protocols.
• Notify providers of approval or denial for Provider Agreements and document outcomes.
• Analyze payment processing errors and recommend corrective actions.
• Review system-related and non-system-related processes to identify opportunities to improve efficiency and effectiveness.
• Provide user feedback to support system enhancements and issue resolution.
• Develop written correspondence to address inquiries from client staff and providers.
• Assist in creating training materials and deliver training sessions for client 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.
• Act as a liaison with CDJFS (Departments of Job and Family Services), child-serving program staff, state agencies, and community providers.
• Stay current on program policy changes and align system support 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.

Requirements

• Prior experience working in a human services, customer service, or administrative support role (required).
• Some familiarity with client 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).

Location and Pay

• Location: Remote
• Pay: USD 20 - 25 per hourly