Help Desk Analyst - Contract - Remote

Job Title : Help Desk Analyst (Remote) 

Duration : Long term Contract 

Interview : Video 

Job Description :

We are seeking a Help Desk Analyst to provide Tier 1 technical support and program assistance for statewide child-serving systems. The role will support providers and county staff with system access, navigation, payment-related issues, troubleshooting, documentation, and implementation of program policies across multiple automated platforms.

Key Responsibilities

• Provide Tier 1 support via phone, email, web inquiries, and live chat.
• Assist users with system navigation, payment processing questions, known issues, and defect reporting.
• Troubleshoot payment processing errors and recommend corrective actions.
• Validate user identity and establish secure system access and portal agreements.
• Support provider agreement processing and communicate approval/denial decisions.
• Document issues, resolutions, user feedback, and system-related inquiries.
• Create and maintain procedures, user guides, training materials, and system documentation.
• Assist with training for state/county staff and child-serving providers.
• Review business and system processes and recommend improvements.
• Serve as a liaison between county departments, state agencies, program staff, and community providers.
• Stay current with program policies and system requirements.
• Prepare reports, correspondence, logs, and other program documentation.
• Attend meetings, training sessions, conferences, and public events; travel as needed.

Required Skills

• 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.
• Strong 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.
• Experience creating training materials or providing user training is preferred.

Education

Bachelor’s degree in Information Technology, Computer Science, Business, Public Administration, or a related field is preferred. Equivalent experience may be considered.