Help Desk

Title

Helpdesk Support Analyst

Rate

W2 54K/year or $27/hr. W2

Length of the project

4 years

Location

Sacramento, Hybrid

Experience

3 years

Key Responsibilities

Helpdesk support duties, Service Now and JIRA ticket maintenance, Access Tickets management, Documentation management.

Enrollment Coordination Manage and coordinate student, communicating with both the State and individuals to ensure smooth onboarding.

Training Site Management Oversee the logistical readiness of training sites, ensuring locations are equipped and prepared for successful training sessions. Training Material Development & Improvement Prepare, update, and continuously enhance training materials to ensure content remains current, accurate, and engaging.

Training Delivery Deliver training programs to adapting instructional approach to diverse audiences and locations.

Post-Course Evaluation Administer and collect post-training surveys to assess course effectiveness and identify areas for improvement.

Customized Department Training Plan and coordinate the development and delivery of tailored training modules for specific departmental needs.

Required Qualifications

Experience in Training Management Minimum of three (3) years managing consulting, planning, organizing, scheduling, and conducting training activities.

Healthcare Policy Knowledge Demonstrated experience working with Medicaid, Claims, providers, Policies, or analyzing health data related to state and federal policies and procedures.

Business Intelligence & Analytics Tools At least (1) year of experience with the ability to develop, maintain, and provide training on business intelligence and analytic reports. At least (1) year of experience using statistical reporting/data tools such as SAS for large-volume databases is a plus.

Instructional and Consultation Skills Capable of providing expert consultation, preparing manuscripts, delivering engaging instruction, and coordinating training aids. Exercise sound judgment in tailoring and presenting instructional content.

Healthcare Data Analysis At least two (2) years of experience in health care analysis, data mining, business process definition, documentation.

Communication Skills Strong verbal and written communication skills adaptable to technical and non-technical audiences. Proficient in delivering updates, formal presentations, business documentation, and technical reports.

Experience with California-specific healthcare systems is a plus but not explicitly required.

Additional Notes

The ideal candidate is proactive, adaptable, and skilled at translating complex technical information for diverse learner groups. Experience with California-specific healthcare systems is a plus. Comfort with remote and in-person training settings is expected.

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