Help Desk Analyst

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