Job ID: CO-BHA Provider Services Support Liaison (93590629)
Remote/Local Helpdesk Support Analyst with user training, Mac/Windows, and user management experience
Location: Denver, CO CDHS
Duration: 9 months
Skills :
Operating Systems Mac OS Novice (1-3 Years) Yes
Skills Operating Systems Windows 10 Novice (1-3 Years) Yes
Skills Operating Systems Windows 8, 8.1, 10 Novice (1-3 Years) Yes
Skills Operating Systems Windows 9x/2000/XP/NT/Vista/7 Novice (1-3 Years) No
Skills Others Communication skills both verbal and written Proficient (4-6 Years) Yes
Skills Others Learning ability Proficient (4-6 Years) Yes
Skills Others Team work Proficient (4-6 Years) Yes
Experience and Qualifications
Education and Experience:
Three years of experience in Information Technology; providing Application/Software customer support; or in an occupational field related to the work assigned to the position.
Substitution:
A Degree in Information Technology, Computing Studies or a related field will substitute for the required experience on a year-for-year basis.
Preferred Qualifications
The preferred candidate will exhibit:
Excellent interpersonal, verbal, and written communication.
Self-motivated and able to effectively manage time and tasks.
Ability to solve complex problems, participate in continuous improvement, and adapt to the ideas of others.
Technical versatility and creativity to deliver and contribute ideas/solutions.
Description of Job
BHA Provider Services Support Liaison will be the primary interface between the Behavioral Health Administration and Colorado’s behavioral health providers who are using a new technology system called BHA Provider Services.. This role will be responsible for training new and existing users, responding to help desk queries, and working with the product team to provide feedback from users for continuous platform improvements.
Though this position will report remotely, it may require reporting in person on occasion to Colorado Department of Human Service offices in the Denver area.
Primary Duties Include :
Training
Coordination of publication for training materials so that users can self-support and self-train
Training new users on the product
Training existing users on new product features
Technical Support
Responding to help desk queries from users of the platform
Providing first line support to users of the platform
Help users troubleshoot software issues
Flag critical software errors to the vendor hosting the platform
Identify next steps to solve errors while being available and communicative with users throughout the process
Document and track issues
Product and Process Improvement
Responsible for user management (eg., adding new users to the platform, removing users, password resets)
Working with the product team to improve the platform
Establishing a sustainable and effective strategy for the future of support as the platform grows in size and user base