FMOLHS

The Help Desk Analyst 1 is responsible for providing primary support services to internal users by effectively troubleshooting, diagnosing, and resolving user issues and work requests according to service level agreements. This support covers system access, hardware, application software, and basic network communication issues, requiring documentation and tracking for timely resolution.

The representative provides customer service support by responding to inquiries and executing benefits cycle processing, including data updates like adding beneficiaries and processing payments. They also answer questions regarding network tier exceptions and escalate non-standard issues to Subject Matter Experts.