Help Desk Analyst / Tier 1 Support Analyst

Contract opportunity, fully remote with interviews conducted via Microsoft Teams. You will provide Tier 1 technical and program support for statewide child-serving systems, helping users get answers, resolve issues, and keep workflows moving. This role offers an hourly rate of USD 18–25.

Responsibilities

• Deliver Tier 1 support to users through phone, email, web inquiries, and live chat.
• Help users navigate the system, including payment processing questions and known system issues.
• Troubleshoot reported problems, then identify, investigate, and report potential defects.
• Validate user identity and establish secure portal access.
• Support Provider Agreement processing and related notifications.
• Analyze payment processing errors and recommend corrective actions.
• Document issues, resolutions, procedures, and user guidance for consistency and continuity.
• Create training materials and provide end-user training.
• Act as a liaison between county staff, state agencies, program staff, and community providers.
• Prepare reports, logs, correspondence, and program documentation as needed.

Requirements

• Experience with Help Desk / Tier 1 Technical Support.
• Strong customer service approach.
• Proven troubleshooting skills.
• Ability to provide user account and access support.
• Competence in incident and documentation management.
• Strong written and verbal communication.
• Experience with training and documentation.
• Comfort with process and system analysis.
• Ability to work independently in a remote environment.

Location: Remote (preferred). Work location: Remote. Relocation: Remote (relocate before starting work, preferred).