Help Desk Analyst
Help Desk Analyst
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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
