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Help Desk Support/Training - Primarily Remote

Company:
msysinc
Location:
Harrisburg, PA
Posted:
July 10, 2024
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Description:

Title: Help Desk Support/Training - Primarily Remote

Location: Harrisburg, PA, United States

Length: Long term

Restriction: W2 or C2C

Description:

*** Very long term project Long term usually goes for 3+ years*** Webcam interview *** primarily remote *** *** 37.5 hours per week ***

Short Description:

The position is primarily remote. If required to work onsite the contractor will be provided with office space. However, parking will not be provided. Candidate must reside within a commutable distance to Harrisburg.

BACKGROUND/PROBLEM STATEMENT

The Departments Immunization Registry has transitioned to a new Immunization Information System and has an emergent need for an individual to provide help desk support and train end users.

This contractor will be responsible for answering questions from end users regarding the use of the Pennsylvania Immunization Electronic Registry System (PIERS) both by phone and via email. In addition, this contractor will be responsible for training new and existing end users both in person and through live on line trainings. This contractor will assist in creating and updating training materials.

RESOURCES

It is anticipated that the contractor will primarily be home headquartered and is responsible for his/her own network connectivity and home office space. The PADOH will supply a laptop, and software, including a Microsoft Teams license for phone use. This contractor may be required to report to BCD headquarters on a periodic basis.

If the contractor is required to work from BCDs headquarters in Harrisburg, PA, the contractor will be provided with office space. However, parking will not be provided.

OBJECTIVES OF ENGAGEMENT

The primary objective of this engagement is to provide help desk support to end users of the Pennsylvania Immunization Electronic Registry System (PIERS) across the Commonwealth, as well as developing training tools. This individual will also provide education and training to internal Commonwealth PIERS users as well as update the PIERS website with new and updated materials. The contractor will work directly with the registry supervisor, manager, registry specialists, and other contracted staff during this assignment.

Generally, the contractor will perform the following tasks:

Provide PIERS help desk support by responding to inquiries via phone and email

Provide initial and ongoing training to PIERS end users inperson and online

Provide initial and ongoing training to immunization program staff

Serve as a liaison and contact for onboarding provider clinics

Develop training tools and guides for all PIERS end users

Update training materials and presentations as new IIS functionality is implemented or modified

Identify PIERS website needs and create content to address them

Post updated PIERS training materials and links to website as necessary

Respond to end user inquiries regarding training and onboarding

Conduct post training outreach to end users to provide them with needed materials and to facilitate a seamless transition to PIERS

Conduct post training surveys

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

CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS

Effectively and efficiently provide help desk support and diagnose end user issues

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

Design, plan, and present trainings on complex technical material to a wide variety of audiences

Develop and write effective training and promotional materials

Use distance training methods including conference call and webinar tools

Develop specific goals and plans to prioritize, organize, and accomplish work

Establish short term and long term 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

Required Skills:

Help desk support and diagnose end user issues 5 Years

Design, plan, and present trainings on complex technical material to a wide variety of audiences 5 Years

Experience developing and writing effective training and promotional materials 5 Years

Distance training methods including conference call and webinar tools 5 Years

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

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