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Help Desk Analyst

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Job Location drjobs

Alexander City - USA

Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Job Description

Role: Help Desk Analyst

Location: Harrisburg PA

Duration: 12 months contract

OBJECTIVES OF ENGAGEMENT:

The primary objective of this engagement is to provide helpdesk support to citizens accessing their immunization record through the PIERS Public Portal. This individual will also provide helpdesk support to endusers of PIERS. The contractor will work directly with the registry supervisor manager registry specialists and other contracted staff of the PIERS team during this assignment.

Generally the contractor 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
  • Assist with other related tasks and duties as necessary

Travel to inperson trainings as necessary

OPERATIONAL REQUIREMENTS

The contractor will be required to:

Complete weekly timesheet reporting in PeopleFluent/VectorVMS by COB Friday.

Provide weekly personal status reporting by COB Friday submitted on SharePoint.

Schedule project status meetings with both the Division Director and bureau leadership as required.

CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS

Effectively and efficiently provide helpdesk support

Ability to quickly learn and become proficient with using a new computer system

Use complex technical training material and manuals to diagnose citizen and enduser issues

Use distance communication methods including conference call and webinar tools

Develop specific goals and plans to prioritize organize and accomplish work

Establish shortterm and longterm objectives and specify the strategies to achieve them

Proficiency in Microsoft Office Suite including Access Excel Power Point and Word

Document the status of projects

Use phone email fax and messaging to communicate

Communicate effectively in writing orally electronically and inperson

Work independently and as a part of a team

TIMEFRAMES:

The agreement between the Department of Health and the contractor will be from approximately

November 25 2024 June 30 2025. Standard work week will be 40 hours.

Customer and technical support of businesscritical applications

Required

5

Years

Customer Service Experience

Required

5

Years

Federal State or Local government experience

Employment Type

Full Time

Company Industry

About Company

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