Help Desk & PERLSS Support Specialist

STI; Nashville (TN); On-site; USD 30,000 - 39,000; Full time

Job summary

STI in Nashville, TN seeks a contractor to support LTSS Help Desk operations during the PERLSS rollout. You will answer calls, respond to emails and voicemails, and document defects for the system team.

This role includes incident ticket handling for LTSS eligibility and Katie Beckett programs, with workload increasing as PERLSS phases advance. Strong communication, multitasking, and technical skills are essential.

Qualifications

• Bachelor’s degree or Associate’s degree with two years of qualifying professional experience
• Excellent verbal and written communications skills
• Proven technical skills with Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, etc.
• Excellent time management skills and ability to multi-task and meet deadlines
• Keen attention to detail and strong organizational skills
• Self-motivated and able to thrive in a fast-paced environment
• Critical thinking and problem-solving abilities

Responsibilities

• Call Center Agent: handles incoming LTSS information and troubleshooting; researches, responds, and tracks calls (50%).
• Help Desk Duties: manages incident tickets for LTSS eligibility system and Katie Beckett; reports defects and issues; monitors emails/voicemails within required timeframes (50%).

Skills

Verbal and written communication

Time management

Organizational skills

Self-motivated

Critical thinking

Education

Bachelor's degree

Associate's degree + 2 years experience

Tools

Microsoft Word

Excel

Outlook

PowerPoint

SharePoint

Job description

STI in Nashville, TN seeks a contractor to support LTSS Help Desk operations during the PERLSS rollout. You will answer calls, respond to emails and voicemails, and document defects for the system team.

This role includes incident ticket handling for LTSS eligibility and Katie Beckett programs, with workload increasing as PERLSS phases advance. Strong communication, multitasking, and technical skills are essential.