IT Customer Support Specialist II / 60015780

The Agency’s mission is to be boldly innovative in improving the health and quality of life for South Carolinians. This position is located in Bureau of Medicaid Systems, Richland County. This is an in-office role and not a telecommute or remote position. Are you the One? We are looking for an IT Customer Support Specialist II who, under general supervision, serves as a Tier 1 Analyst for Medicaid Systems User Support. This position is located in the Bureau of Medicaid Systems. In this role, you will support the SCDHHS Member Management System (MMS/Cúram), legacy Medicaid Eligibility Determination System (MEDS), and OnBase by responding to support tickets and phone calls submitted by SCDHHS eligibility staff members and other Medicaid systems end-users. You will troubleshoot and resolve system issues and errors; document and share your findings with your peers; and, where necessary, escalate issues to higher tier support for research and resolution.

• Provide direct support to Medicaid systems end users by responding to support tickets, answering inbound support calls, and via other modalities as assigned.
• Demonstrate and maintain moderate proficiency with and knowledge of SCDHHS eligibility systems, policy, and processes. Ensure awareness and understanding of planned system, policy, and/or process changes and their impact to current operations.
• Provide quality customer service to Medicaid systems end users.
• Participates in relevant professional development activities.
• Perform other duties as assigned by supervisor.

A high school diploma and relevant experience in customer service, desktop support, helpdesk, application support, phone support, office automation systems, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems.

An associate or bachelor’s degree in a related field may be substituted for the required work experience.

Preferred: Experience working with South Carolina Medicaid programs to include MAGI, Non-MAGI, or Long-Term Care. Experience working with Medicaid systems.

Additional Requirements:

• Occasional overnight travel.
• Sitting or standing for long periods of time.
• Lifting requirements: 20 lbs.
• Overtime and/or weekend work with Deputy approval.
• In-office role., * Ability to establish and maintain effective professional relationships.
• Ability to effectively and professionally communicate, verbally and in writing, technical and non-technical information to audiences with varying skill and knowledge levels.
• Ability to exercise good judgment and discretion.
• Ability to quickly adapt to changes in systems, processes, and/or environment.
• Ability to analyze, triage, and develop solutions to moderately complex problems.

Pulled from the full job description

• Tuition reimbursement
• Prescription drug insurance
• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Flexible spending account, The South Carolina Department of Health and Human Services offers an exceptional benefits package for FTE and TGE positions that includes:
• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children.
• 15 days annual (vacation) leave per year.
• 15 days sick leave per year.
• 13 paid holidays.
• State Retirement Plan and Deferred Compensation Programs.