Help Desk Analyst - Contract - Remote

INFO ORIGIN INC• OH, US, OH

1d•$20 - $26•Remote

About The Position

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.

Requirements

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.

Nice To Haves

Experience with government, healthcare, social services, or other public-sector systems is a plus.
Experience creating training materials or providing user training is preferred.

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.