Help Desk analyst

Job Description

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 end-users 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 end-users 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 end-user 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 end-users

Consistently treat end users, stakeholders, and co-workers 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 in-person 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 end-user issues

· Use distance communication 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 in-person

· 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.

Requirements

Skill

Required / Desired

Amount

of Experience

Customer and technical support of business-critical applications

Required

5

Years

Customer Service Experience

Required

5

Years

Federal, State, or Local government experience

Required

Full-time