Intake Specialist

The Intake Specialist 1 is the primary front desk operator and first point of contact for all veterans, visitors, and callers s role answers incoming phone calls, greets walk-in veterans, creates and routes help desk tickets, processes routine veteran information changes, and ensures all requests are documented and assigned to the appropriate staff member. The Intake Specialist 1 also provides administrative support including mail processing, document scanning, filing, and event check-in support.

• Greet walk-in veterans and visitors and determine the purpose of each visit.
• Answer the primary phone line using the office greeting and route or transfer calls appropriately.
• Create and route help desk tickets for calls and walk-ins, assigning to the correct manager.
• Process routine veteran information changes (address, phone, email, status).
• Provide administrative support including mail processing, scanning, and filing.
• Support event check-in operations as assigned.

• High school diploma or GED.
• One (1) or more years of experience in customer service, reception, administrative support, or a public-facing role.
• Strong verbal communication skills and professional telephone manner.
• Ability to multitask and manage competing demands in a busy office environment.
• Ability to handle sensitive personal information with discretion and confidentiality.

• Experience in a government, nonprofit, or veteran-serving organization.
• Familiarity with help desk or ticketing systems.
• Veteran of the Armed Forces of the United States (Ohio Revised Code 5901.07 preference applies).