Help Desk Analyst

Job Description

Job Description

Agency: DOH (Department of Health)

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 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

Full-time