Help Desk Analyst

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SR International Incorporation

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2002

🤝 B2B

B2B

SR International Incorporation is a trusted partner in IT, established in 2002. It is one of the fastest growing and reputed providers of Information Technology Services and Solutions in the United States. The company prides itself on its highly skilled IT resources and unique engagement model, consistently delivering high performance to its clients. SR International's expertise spans Cloud Computing, Mobility, Web Technologies, . Net, Java, ERP, and CRM.

📋 Description

• 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

• 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

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