Help Desk Analyst

Understand eligibility guidelines and the application approval process

• Efficiently review and process applications

• Investigate flagged applications and follow up with households or schools as necessary

• Maintain a variety of files, update case files as new material is collected, ensure that information is organized and that all necessary case documentation is retained in compliance with the record retention policy

• Work with leadership to resolve escalated customer concerns and system problems

• Provide courteous, timely, and accurate frontline customer service interactions and information.

• Greet customers and provide guidance, information, and direction to customer inquiries in a polite and courteous manner.

• Track customer interactions and inquiries and generate reports for management

• Escalate complex or high-profile customer inquiries to supervisor for review and evaluation

• Research information in order to provide answers to customer inquiries

• Answer inquiries over the telephone or in person concerning regulations or procedures

• Receive and prepare replies to routine correspondence

• Operate office machines related to specific area of work

• Make an eligibility determination for appropriate benefits and waiver programs in compliance with state and federal rules, regulations, and guidelines. (this could replace the second bullet point below)

• Examine data matches to find inconsistent and/or duplicated data.

• Keep current on all changes in rules, regulations, and guidelines regarding the Summer EBT program.

• Makes recommendations to assistant director about procedures and methods to improve efficiency and effectiveness.

Skill

Required / Desired

Amount

of Experience

Non-IT Help Desk experience

Required

3

Years

Strong customer service experience

Required

2

Years

Accuracy in data entry

Required

Excellent human relation skills with the ability to work with diverse constituencies and a variety of educational levels

Required

Excellent organizational and time management skills

Required

Ability to deal with confrontational situations

Required

Excellent oral and written communication skills

Required

Ability to work as a member of a team

Required

Proficient in Microsoft Office and Google Drive

Required

Basic math and accounting skills

Required

Self-directed

Required

Job Type: Contract

Pay: $20.02 - $20.60 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Indianapolis, IN: Relocate before starting work (Required)

Work Location: In person