Help Desk Analyst, Child Serving Systems & Tier 1 Support
Overview
Own Tier 1 technical support for statewide child serving systems, serving providers and county staff across Ohio. You resolve access issues, payment errors, and system defects, ensuring secure portal use. Collaborate with state agencies and CDJFS to align system support with policy changes. This role stands out through direct involvement in program compliance and user training, with travel for meetings and events.
What You'll Do9
- 1Provide Tier 1 help desk support via phone, email, web, and chat, resolving system navigation and payment issues for providers and county staff.
- 2Validate user identity, set up secure passcodes, and establish access agreements for child serving portals, following security protocols.
- 3Analyze payment processing errors and recommend corrective actions to reduce recurring issues.
- 4Develop and maintain provider agreements, ensuring compliance with policies, rules, and business procedures.
- 5Notify providers of approval or denial of Provider Agreements and document outcomes in SharePoint.
- 6Create user guidance materials and deliver training sessions for state and county staff and providers.
- 7Serve as liaison with CDJFS, child serving program staff, and state agencies to support system improvements.
- 8Stay current on program policy changes and update system support documentation accordingly.
- 9Prepare reports, maintain logs, and produce correspondence to document help desk activities.
Requirements6
- 11+ years prior experience in a human services, customer service, or administrative support role.
- 2Familiarity with state or county human services programs such as childcare or children services.
- 3Experience using electronic documentation or case management systems like KIDS or SSS.
- 4Strong written and verbal communication skills for phone and email support.
- 5Strong organizational skills with ability to manage multiple tasks and deadlines.
- 6Willingness to travel for meetings and training events.
Salary Insight
$52k per year
Location
Required Skills
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