Our Ability Jobs

Working Title: Help Desk Advisor

Job Class: Human Services Program Representative 1

Agency: Human Services Dept

• Job ID : 77639

• Location : St. Paul

• Telework Eligible : Yes

• Full/Part Time : Full-Time

• Regular/Temporary : Unlimited

• Who May Apply : Open to all qualified job seekers

• Date Posted : 06/14/2024

• Closing Date : 06/27/2024

• Hiring Agency/Seniority Unit : Human Services Dept / MAPE DHS Central Office

• Division/Unit : DHS - Central Office / Children and Family Services / Economic Assistance and Employment Supports Division

• Work Shift: Day Shift

• Work Hours : 8:00 am - 4:30 pm

• Days of Work : Monday - Friday

• Travel Required : No

• Salary Range: $27.58 - $40.49 / hourly; $57,587 - $84,543 / annually

• Classified Status : Classified

• Bargaining Unit/Union : 214 - MN Assoc of Professional Empl/MAPE

• FLSA Status : Nonexempt

• Designated in Connect 700 Program for Applicants with Disabilities (https://mn.gov/mmb/careers/diverse-workforce/people-with-disabilities/connect700/) : Yes

The Department of Human Services is unable to provide sponsorship for work visas. Applicants must be eligible to work in the United States at the start of employment.

The work you'll do is more than just a job.

At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.

In the 2023 legislative session, the Governor’s Office, Minnesota legislature, and leaders for children and families worked in partnership to pass legislation establishing the Department of Children, Youth, and Families (DCYF) to create a sustainable, public face for children’s issues in state government. This new cabinet-level agency brings together programs centered on children and families, including child care and early learning, child support, child safety and permanency, economic support and food assistance, and youth opportunity. This position will become a part of DCYF.

* Telework (https://mn.gov/mmb-stat/policies/1422-telework.pdf) (Within Minnesota or neighboring states) and flexible hours options are available .*

*This posting may be used to fill multiple vacancies*

As a Help Desk Advisor, you will provide problem resolution and on-line support to MAXIS, MEC 2 , and ebtEDGE Admin system users. This position works with county human service agencies and Department of Human Services (DHS) management and staff, so that federal regulations, state statues and rule and DHS procedures and policies are applied accurately and consistently for health care programs, cash assistance, SNAP, and the employment and training component of these programs along with any emergency of expedited programs that accompany cash or food support, and the Child Care Assistance Program (CCAP).

Responsibilities include but may not be limited to:

• Provide Help Desk services by performing complex analysis of user or system problems and communicate outcomes to state and county staff so that proper problem-solving action can be taken.

• Provide direct support and assistance to counties through investigation, analysis, and resolution of complex user problems and of problem cases.

• Perform other duties to support the goals of the Division and Department and to enhance the overall quality of the MAXIS/MEC 2 system so that the organization and the users will benefit from improvements in the system and its administration.

• As part of the team, develop and provide accurate and timely instructions for the MEC 2 system used by childcare staff.

• On a request basis, consult with and the work product of other EAESD policy staff for policy clarity so that policies are correctly implemented and communicated to county agencies in a clear and uniform matter.

Minimum Qualifications

To facilitate proper crediting, please ensure that your resume clearly describes your experience in the areas listed and indicates the beginning and ending month and year for each job held.

Two (2) years of professional experience with eligibility systems to troubleshoot and resolve problems. Experience must demonstrate the following:

Thorough understanding of county agency operations and case management procedures as well as working knowledge of the roles and relationships of county, state and federal agencies in administering public assistance programs.

• Thorough understanding of county agency operations and case management procedures as well as working knowledge of the roles and relationships of county, state and federal agencies in administering public assistance programs.

• Ability to learn and utilize multiple, complex software based on requirement to solve problem situations.

*A Bachelor’s Degree or higher in Social Services, Business Administration or another related field may substitute for one (1) year of experience.

Preferred Qualifications

• Experience working with MAXIS/MEC² eligibility systems.

• Variety of experiences working effectively with others from different background and cultures.

Additional Requirements

REFERENCE/BACKGROUND CHECKS – DHS will conduct reference checks to verify job-related credentials and a criminal background check prior to appointment.

AN EQUAL OPPORTUNITY EMPLOYER

Minnesota State Colleges and Universities is an Equal Opportunity employer/educator committed to the principles of diversity. We prohibit discrimination against qualified individuals based on their race, sex, color, creed, religion, age, national origin, disability, protected veteran status, marital status, status with regard to public assistance, sexual orientation, gender identity, gender expression, or membership in a local commission as defined by law. As an affirmative action employer, we actively seek and encourage applications from women, minorities, persons with disabilities, and individuals with protected veteran status.

Reasonable accommodations will be made to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email careers@state.mn.us . Please indicate what assistance is needed.