Help Desk Admin Assistant

The LTSS Operations team is requesting a contractor to assist with LTSS Help Desk Agent work. Due to the implementation of a new eligibility system, PERLSS, the help desk has seen an increase in responsibilities related to answering calls, responding to emails and voicemails, and identifying defects and system issues to report to the system team. PERLSS implementation requirements have increased the workload of existing team members and additional support is needed to maintain daily functions of the help desk team to ensure calls and inquiries are handled timely and accurately. The contractor role will allow the help desk team to manage PERLSS related work, including monitoring and reporting defects, process improvements, and required work related to additional PERLSS implementation phases. With each new phase, workload will increase for the agents due to questions being asked by partners and potential system issues being identified.

Assignments will include answering phone calls, providing information on LTSS programs or escalating concerns, and tracking resolutions.

Description of Duties (PROJECT-BASED) % of Total Work Effort

• Call Center Agent : Handles incoming calls related to LTSS program information and troubleshooting. Researches, responds, and tracks all incoming calls and provides effective customer service. 50%
• Help Desk Duties : Serves as primary agent related to incident tickets for LTSS eligibility system and Katie Beckett program to report defects and issues for resolution. Research and follow up on expiring Acceptable Use Policies for partners and verify user employment status. Checks and responds to emails and voicemails of partners within required timeframe. 50%

Action Plan Timeline

The contractor will be needed for nine (9) months.

Minimum qualifications