| Duties | Percentage | Knowledge/Skills/Abilities |
| Respond to all provider concerns that come in through the Georgia Helpdesk in a timely and professional manner. | 20% | Excellent customer service skills; excellent oral and written communication skills; knowledge of common telephone and email systems (e.g., MS Outlook) |
| Resolve provider concerns that come in to the Georgia Helpdesk by: communicating with providers to ensure solid understanding of their concerns; using local helpdesk tools to research and/or resolve their issues; recommending solutions to providers; assigning and/or elevating concerns to other resources when necessary. | 40% | Problem-solving ability; basic technical knowledge of computer systems, especially how computer systems interact with each other (e.g., FTP, batch process); listening skills; ability to summarize issues in a clear and concise manner; ability to remember basic functioning and team members in multiple departments; customer service skills |
| Follow-up on provider concerns that have been assigned to other resources. | 10% | Organizational skills |
| Track issues submitted to the Georgia Helpdesk. | 10% | Microsoft Excel skills; strong organizational skills |
| Document helpdesk processes such as problem resolution procedures, answers to frequently asked questions, etc. | 10% | Microsoft Word Skills; strong writing skills (grammar, punctuation, spelling, word choice) |
| Other duties as assigned | 10% | Strong skills with common office tools (copier, fax, email, MS Office products); written and oral communication skills; customer service skills; organizational skills |
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