Help Desk Albany, New York, United States Posted : 12 / 15 / 2023

Location : Albany, NY- Hybrid (2 resources)

Duration : 2 / 1 / 2024 - 2 / 1 / 2025

Location : Albany Hybrid The project is currently 100% remote as the client doesn’t have a workspace at this time. However, that may change in the future.

Job Duties :

• Assisting end users with system issues via phone and email.
• Testing system functionality to determine root cause of user reported issues.
• Ensure program requirements, regulations, and policies are understood, documented, and adhered to across the Department and affiliated organizations.
• Aid in reviewing use of systems, ensuring individual and organization compliance with program policies.
• Responsible for user-facing communications and reviewing training materials for accuracy.

Job Qualifications :

• Bachelor's Degree
• 3 years of relevant experience
• Equivalent combination of advanced education, training, and experience will be considered.

Required Skills :

• Strong customer service skills with prior experience working on a help desk
• Familiar with policies and protocols of the State agencies to deliver services to the citizens under various healthcare programs
• Experience in Healthcare, Medicaid, and Long-Term Care required.
• Proficient with Microsoft Office Suite.
• Must have exceptional written and verbal communications, strong documentation, critical thinking, and analytical skills.

The client will provide the necessary and properly secured equipment needed to perform the job.

The Program Analyst will work with a small team of peers in the to client ensure program requirements, regulations, and policies are understood, documented, and adhered to across the Department and affiliated organizations.

The analyst may also aid in reviewing use of systems, ensuring individual and organization compliance with program policies.

They will also by responsible for user-facing communications and training materials quality assurance. The analyst will also be part of the Support Desk and provide programmatic support to assist Long-Term Care providers.

If you’re an effective communicator who enjoys working in complex and collaborative environments, using your critical thinking and research skills to develop solutions for clients, providing support to customers, and you have the required education, experience, and skills, we want to hear from you.

Client reserves the right to source candidates for this opportunity from one or more companies based upon the best fit and needs of our client.

Subcontracting Partners are encouraged to provide competitive responses.