DOH HDA3 A4 SC3

OBJECTIVESOF ENGAGEMENT

The primary objectiveof this engagement is to provide helpdesk support to citizens accessing theirimmunization record through the PIERS Public Portal. This individual will alsoprovide helpdesk support to endusers of PIERS. The contractor will workdirectly with the registry supervisor manager registry specialists and othercontracted staff of the PIERS team during this assignment.

Generally thecontractor will perform the following tasks:

• Provide PIERS Public Portal helpdesk support by responding to inquiries from citizens via phone and email
• Provide PIERS helpdesk support by responding to inquiries from endusers via phone and email
• Monitor and escalate PIERS system issues to supervisor and PIERS team
• Identify PIERS Public Portal website needs
• Assist with and recommend updates to PIERS and PIERS Public Portal training materials
• Respond to enduser inquiries regarding training and onboarding for PIERS users and clinics
• Facilitate enrollment of PIERS users in training
• Provide regular status reports to IIS training team and PIERS team
• Assist in planning and developing strategies for training approaches to endusers
• Consistently treat end users stakeholders and coworkers with dignity and respect
• Create and maintain a work environment that is welcoming and respectful of diversity

Assistwith other related tasks and duties as necessary

Travel toinperson trainings as necessary

OPERATIONALREQUIREMENTS

The contractor will berequired to:

Complete weeklytimesheet reporting in PeopleFluent/VectorVMS by COB Friday.

Provideweekly personal status reporting by COB Friday submitted on SharePoint.

Scheduleproject status meetings with both the Division Director and bureau leadershipas required.

CONTRACTORSKILLS AND EXPERIENCE REQUIREMENTS

Effectivelyand efficiently provide helpdesk support

Ability toquickly learn and become proficient with using a new computer system

Use complextechnical training material and manuals to diagnose citizen and enduser issues

Usedistance communication methods including conference call and webinar tools

Developspecific goals and plans to prioritize organize and accomplish work

Establishshortterm and longterm objectives and specify the strategies to achieve them

Proficiencyin Microsoft Office Suite including Access Excel Power Point and Word

Documentthe status of projects

Use phoneemail fax and messaging to communicate

Communicateeffectively in writing orally electronically and inperson

Workindependently and as a part of a team

TIMEFRAMES

The agreement between theDepartment of Health and the contractor will be from approximately
November NA 2024 June NA 2025. Standard work week will be 40 hours.

Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceCustomer and technical support of businesscritical applicationsRequired5YearsCustomer Service Experience Required5YearsFederal State or Local government experienceRequired0
Questions
No.QuestionQuestion1The vendor rate for this position is NA. Do you accept this rateQuestion2This resource will be required to report onsite for specific projects and testing efforts. Does your candidate agree to this requirementQuestion3Where does your candidate currently resideQuestion4Do you understand and will abide by the provision in your subcontract with OST that it is PROHIBITED for government equipment to be taken or used outside of the United States by your contractors The consequences of this occurring can and will result in repercussions to you the prime vendor regardless if the candidate works for a subvendor of yours. It will also result in immediate termination of the contractor and make them ineligible for rehire in the program.