Portal Administrator

Provide portal support to users external to the agency either for support on public facing applications or provide customer service and technical assistance to state and local government partners. Must have Tier 2 level of knowledge on a variety of workstation and mobile device browsers and related configurations. Contacts will be received by the technicians through a dedicated 800#, an externally facing Intake Information Group, via IVR redirection, from field offices, from forwarded emails, and/or possibly through online chat functions. The technicians will utilize ITSM to log and/or manage tickets. The ticket will contain information on the caller, the type of problem, the system or systems affected, and the resolution or escalation of the problem until a solution is implemented. Support may range from simply walking the user through the application steps and assisting them with informational icons; showing the user how to reschedule an appointment and/or upload/download documents; assisting with access issues - to more complex errors potentially caused by the variety and configuration of devices being used to access the public- facing and/or systems.