IT Customer Support Specialist II / 61070506

Full Job Description

Are you the One? We are looking for an IT Customer Support Specialist II who serves as a Tier 1 Analyst on the E&E Systems Helpdesk (Eligibility and Enrollment Systems Helpdesk), under general supervision by the E&E Systems Helpdesk Supervisor. Provides front-line, end-user support, via telephone and ticket portal, for SCDHHS employees and contractors using the eligibility and enrollment systems.

• Supports users of the E&E Systems and associated user processes via phone, email, and ticketing system.
• Develop and maintain knowledge of current and planned Eligibility System functionality and processes, as well as Medicaid policy/procedure, as it relates to job function.
• Provides support for users of the Production MMRP systems via telephone, by staffing the E&E Systems Helpdesk call center.
• Provides quality customer service to users contacting the E&E Systems Helpdesk.
• Participates in relevant professional development activities.
• Perform other duties as assigned by supervisor.

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children.
• 15 days annual (vacation) leave per year.
• 15 days sick leave per year.
• 13 paid holidays.
• State Retirement Plan and Deferred Compensation Programs.

Requirements

A high school diploma and relevant experience in customer service, desktop support, helpdesk, application support, phone support, office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems.

An associate or bachelor’s degree in a related field may be substituted for the required work experience.

Preferred: Experience working with South Carolina Medicaid programs to include MAGI, Non-MAGI, or Long-Term Care. Experience working with Medicaid systems.

Additional Requirements:

• Occasional overnight travel.
• Sitting or standing for long periods of time.
• Lifting requirements: 20 lbs.
• Overtime and/or weekend work with Deputy approval.

Qualifications

Ability to establish and maintain effective professional relationships.Ability to effectively and professionally communicate, verbally and in writing, technical and non-technical information to audiences with varying skill and knowledge levels.Ability to exercise good judgment and discretion.Ability to quickly adapt to changes in systems, processes, and/or environment.Ability to analyze, triage, and develop solutions to moderately complex problems.

Additional Information Please complete the State application to include all current and previous work history and education.

A resume will not be accepted nor reviewed to determine if an applicant has met the qualifications for the position.

Supplemental questions are considered part of your official application for qualification purposes. All applicants must apply online.

All correspondence from the Office of Human Resources will be through electronic mail.The South Carolina Department of Health and Human Services is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.