Help Desk Agent

About the role

The LTSS Operations team needs a contractor to serve as an OPS Help Desk Agent – Admin Services Assistant to support the increased workload from the PERLSS eligibility system implementation. The contractor will handle calls, emails, voicemails, defect tracking, and process improvements, and will help transition responsibilities back to the team after a nine‑month assignment. Contract period: March 10, 2025 – June 30, 2025.

Responsibilities

• Call Center Agent: Handles incoming calls related to LTSS program information and troubleshooting; researches, responds, and tracks all incoming calls; provides effective customer service (≈50% of work).
• Help Desk Duties: Serves as primary agent for incident tickets for the LTSS eligibility system and Katie Beckett program; reports defects and issues for resolution; researches and follows up on expiring Acceptable Use Policies for partners; verifies user employment status; checks and responds to emails and voicemails within required timeframes (≈50% of work).
• Action Plan Timeline (9‑month contract):
  • Month 1: Training, shadowing, completion of new‑hire onboarding.
  • Month 2: Begin independent work with supervisor support; weekly check‑ins.
  • Months 3‑7: Fully independent; start transition planning in months 6‑7.
  • Months 8‑9: Transition responsibilities to team members, finalize outstanding work, create transition plan to minimize gaps.

Requirements

Onsite position; candidates must be located in middle Tennessee and able to commute to Nashville, TN regularly.

Qualifications

• Bachelor’s degree from an accredited college or university, OR associate’s degree plus two years of qualifying professional experience.

Skills

• Excellent verbal and written communication skills.
• Proven technical skills (Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, etc.).
• Excellent time management; ability to multi‑task and prioritize to meet deadlines with minimal supervision.
• Keen attention to detail and adherence to deadlines.
• Organization; self‑motivated; able to thrive in a fast‑paced, results‑driven environment.
• Critical thinking and problem‑solving skills.

Schedule

Standard work week: 37.5 hours per week.