Support users for statewide child-serving systems in a remote Help Desk Analyst contract role.

Deliver Tier 1 technical support through phone, email, web inquiries, and live chat.
Help users navigate the system and address questions related to payment processing, known issues, and defect reporting.
Troubleshoot payment processing errors and recommend corrective actions.
Verify user identity, then establish secure system access and manage portal agreements.
Support processing of provider agreements and communicate approval/denial decisions.
Record issues, resolutions, user feedback, and related system inquiries.
Create and maintain procedures, user guides, training materials, and other system documentation.
Assist with training for state/county staff and child-serving providers.
Review business and system processes and recommend improvements.
Act as a liaison across county departments, state agencies, program staff, and community providers.
Stay current with program policies and system requirements.
Prepare reports, correspondence, logs, and other program-related documentation.
Attend meetings, training sessions, conferences, and public events; travel as needed.

Experience providing Help Desk, Service Desk, Technical Support, or Application Support.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Experience documenting incidents, procedures, and user issues.
Ability to work with multiple stakeholders and explain technical processes to non-technical users.
Attention to detail and ability to follow security and access-control procedures.
Experience with government, healthcare, social services, or other public-sector systems is a plus.
Creating training materials or providing user training is preferred.
Bachelor’s degree in Information Technology, Computer Science, Business, Public Administration, or a related field (education listed as “pref…” in the source).

Help Desk Analyst

Job Description