Help Desk Admin Assistant

4 days ago

Nashville, TN, United States STI Full time

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.
  • Month 1: Training on new role, including shadowing and completion of new hire onboarding process.
  • Month 2: The contractor will begin working independently, with hands on support and monitoring of supervisor, on help desk tasks. These include answering phone calls, resolving questions or concerns, and tracking the resolution. Weekly check ins to occur with supervisor to monitor productivity and answer questions.
  • Months 3-7: The contractor will be fully independent in role and providing support with help desk tasks. In months 6 and 7, supervisor and contractor will begin discussing transition plan for tasks, to include a review of eligibility system implementation related tasks that are close to completion or have already been completed.
  • Months 8-9: The contractor will work with the help desk team on transitioning responsibilities to team members and finalizing outstanding work tasks. The contractor and supervisor will create a transition plan to minimize transition related gaps, ensuring compliance with required timeframes.
Minimum qualifications
  • Graduation from an accredited college or university with a bachelor's degree or graduation from an accredited college or university with an associate's degree and two years of qualifying professional experience
  • Excellent verbal and written communications skills
  • Proven technical skills (e.g. Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, etc.)
  • Excellent time management skills and ability to multi-task and prioritize work in order to meet specific timeframes and deadlines with minimal supervision
  • Keen attention to detail and adherence to deadlines
  • Organization
  • Self-motivated and able to thrive in a fast-paced and results-driven environment
  • Critical thinking and problem-solving skills

  • HELP DESK AGENT

    6 days ago

    Nashville, TN, United States STI Full time

    TSS Ops Help Desk Agent for S.H.Job Title: OPS HELP DESK AGENT - ADM SVCS ASSISTANT**This is a onsite position - only candidates in middle Tennessee and able to commute to Nashville, TN regularly will be considered.** The standard work week is 37.5 hrs./wk. The LTSS Operations team is requesting a contractor to assist with LTSS Help Desk Agent work. Due to...

  • IT Help Desk Technician

    1 day ago

    Nashville, TN, United States STI Full time

    We are looking for support to assist with ServiceDesk operations. As the modernization effort continues to grow, it is very important to have sufficient resources in place to support that growth. IT Help Desk Technician responsibilities include serving as the first point of contact for customers seeking technical assistance over the phone or email and...

  • Help Desk Specialist

    7 hours ago

    Nashville, TN, United States Scion Staffing Full time

    Scion Staffing has been engaged to conduct a search for a Help Desk Specialist on behalf of a mission-driven professional organization that champions the advancement and empowerment of its members. This is a full-time onsite position based in Nashville, Tennessee. POSITION OVERVIEW We are looking for a Help Desk Specialist who is passionate about...

  • Tier 1 Help Desk IT Support

    2 weeks ago

    Nashville, TN, United States Pennant Full time

    We are seeking a highly skilled and dynamic professional to join our team as a frontline Tier 1 Help Desk IT Support, serving as an IT Generalist and Customer Service Expert. In this role, you will be responsible for delivering exceptional customer service and technical support to our clients, particularly office administrators, caregivers, and clinicians,...

  • Tier 1 Help Desk IT Support

    2 weeks ago

    Nashville, TN, United States Pennant Full time

    We are seeking a highly skilled and dynamic professional to join our team as a frontline Tier 1 Help Desk IT Support, serving as an IT Generalist and Customer Service Expert. In this role, you will be responsible for delivering exceptional customer service and technical support to our clients, particularly office administrators, caregivers, and clinicians,...

  • Music Central Assistant

    2 weeks ago

    Nashville, TN, United States Endeavor Group Holdings, Inc. Full time

    Global Music/Talent agency seeks ambitious and career-oriented persons for entry-level positions in the Music department. Music Central assistants will be eligible to apply for assistant desks after training is completed. Essential Responsibilities: Completing a multi-week training program resulting in mastery of WME booking admin and system skills Entering...

  • Music Central Assistant

    1 week ago

    Nashville, TN, United States Endeavor Group Holdings, Inc. Full time

    Global Music/Talent agency seeks ambitious and career-oriented persons for entry-level positions in the Music department. Music Central assistants will be eligible to apply for assistant desks after training is completed. Essential Responsibilities: Completing a multi-week training program resulting in mastery of WME booking admin and system skills Entering...

  • Music Central Assistant

    1 week ago

    Nashville, TN, United States Endeavor Group Holdings, Inc. Full time

    Global Music/Talent agency seeks ambitious and career-oriented persons for entry-level positions in the Music department. Music Central assistants will be eligible to apply for assistant desks after training is completed. Essential Responsibilities: Completing a multi-week training program resulting in mastery of WME booking admin and system skills Entering...

  • Service Desk Personnel

    2 days ago

    Nashville, TN, United States Jobs via Dice Full time

    Job Title: Service Desk Personnel Location: Nashville, TNDescription: This role is NOT focused on tech-based helpdesk tickets. Our team is not responsible for hardware or connectivity issues or general desktop support. This role is more closely aligned to a system administrator role and all prior experience should be based on system administration of an...

  • Service Desk Personnel

    6 days ago

    Nashville, TN, United States Jobs via Dice Full time

    Job Title: Service Desk Personnel Location: Nashville, TNDescription: This role is NOT focused on tech-based helpdesk tickets. Our team is not responsible for hardware or connectivity issues or general desktop support. This role is more closely aligned to a system administrator role and all prior experience should be based on system administration of an...