Help Desk Analyst

SR International Incorporation

Help Desk Analyst providing Tier 1 support for statewide child-serving systems. Assisting US providers and county staff with navigation, secure access, payment issues, and documentation.

Posted 8/12/2026contractRemote • 🇺🇸 United StatesJunior💰 $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Tier 1 help desk support, including system navigation and payment processing, while ensuring compliance with policies and procedures. Strong ability to develop training materials and maintain documentation to enhance user experience and program effectiveness.

Highest-signal resume keywords

Customer Service ExperienceElectronic Documentation SystemsStrong Written Communication SkillsOrganizational SkillsHuman Services Program Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

System Navigation AssistancePayment Processing AnalysisIssue TroubleshootingUser Feedback AnalysisTraining Material Development

Soft Skills

Strong Verbal CommunicationOrganizational AbilityMulti-tasking

Tools & Technologies

Case Management Systems

Industry Keywords

Human ServicesChildcare ServicesProvider AgreementsComplianceProgram Effectiveness

About the role

Key responsibilities & impact

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 in compliance with policies, rules, and business procedures
Validate user identity, set up secure passcodes, and establish access agreements following security protocols
Notify providers of provider agreement approval or denial and document outcomes
Analyze payment processing errors and recommend corrective actions
Review system and non-system processes to identify efficiency and effectiveness improvements
Provide user feedback to support system enhancements and issue resolution
Develop written correspondence addressing inquiries from state and county staff and providers
Assist with developing training materials and deliver training sessions
Create and maintain system documentation, procedures, and user guidance materials
Support users in understanding system requirements, processes, and best practices
Liaise with county departments, child serving program staff, state agencies, and community providers
Stay current on program policy changes and align system support with updated requirements
Develop evaluation criteria and participate in assessing program effectiveness
Contribute program expertise to system improvement and policy implementation discussions
Attend staff meetings, trainings, conferences, and public events
Prepare reports, maintain logs and records, and produce correspondence and documentation
Travel as needed for meetings, trainings, and program support activities

Requirements

What you’ll need

Prior experience in a human services, customer service, administrative support, or similar role
At least 1 year of experience in customer service, human services, administrative support, or a similar role
Some familiarity with state or county human services programs, such as childcare or children services
Experience using electronic documentation or case management systems
Strong written and verbal communication skills
Strong organizational skills and ability to manage multiple tasks or deadlines
Experience assisting users with system navigation, troubleshooting issues, or resolving customer inquiries
This role is remote in the US

Benefits

Comp & perks

100% remote position
Text-message hiring updates
Travel as needed for meetings, trainings, and program support activities